Technical Support Engineer - FMG-FAZ

Job Description About Fortinet: Fortinet, a public company, is the only provider of ASIC-powered, network-based antivirus firewall systems for real-time network protection. Please visit our website at www.fortinet.com for more information. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. With offices in EMEA, we are an equal opportunity employer offering exciting work, competitive compensation and benefits. Fortinet is looking for the best and the brightest to join our highly motivated team. Job Title: Technical Support Engineer – FortiManager/FortiAnalyzer/FortiPortal products Reports to: Technical Support Manager Location: EMEA Support Centers Job Description Summary: Fortinet is growing and we are expanding our EMEA technical support teams. We are looking for strong technical support engineers at all levels. We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers. All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information. Key Responsibilities Document and manage reported technical issuesMonitor and respond to customer inquiries accurately and with a sense of urgencyManage customer communication, assuring timely status updates and issue resolutionCollaborate within the company, escalating issues and engaging others to solve difficult problemsWork directly with customers/partners through phone, email and ticket management system to resolve issues and full-fill requestsCalm and patient attitude to listen to problems. Perform research and lab testing in order to drive a reported issue towards a resolutionTake ownership of overall customer satisfaction, recognize high priority situations and take appropriate escalation action.Manage multiple issues in parallel, taking responsibility for meeting SLAs Competencies Ability to learn new products and features, and to apply skills in a fast-paced environment with dynamic prioritiesAnalytical, troubleshooting and problem solving skills.Excellent written and verbal communication skillsPassionate about support and service delivery by giving customers a quality experienceAbility to see challenging problems as opportunities to discover something newMust possess the desire to develop the skills necessary to maintain and troubleshoot diverse technologiesShould be inquisitive, customer focused, hard-working, interested in exploring variety of technologies, having a strong desire to build your technical expertise. General Requirements For Level 1 Strong understanding of data networking protocols, specifically TCP/IP, routing and switching Administrative knowledge of Windows and LinuxExperience with one or more of the following products (FortiManager, FortiAnalyzer, FortiGate) is desirable Fortinet NSE4 and/or NSE5 certifications or related industry certifications is an advantageAbility to understand network traffic traces decoded with WiresharkExperience with VMware and/or other virtualization or cloud technologiesGood understanding of Web application concepts, security and vulnerabilitiesPrevious experience with network management and log analysis tools would be an advantageDatabase knowledge is an advantagePython, Perl and Bash shell scripting language knowledge is an advantage Additional Requirements For Level 2 Prior experience and knowledge of the FortiManager, FortiAnalyzer and FortiGate products.A solid working knowledge and understanding of the Linux operating systemPython, Perl and Bash shell scripting language knowledgeJavaScript knowledge is an advantage.Familiarity with API development tools, along with JSON and XML data structuresAdvanced understanding of Web application concepts, security and vulnerabilitiesSQlite, PostgreSQL (Postgres) and MySQL database knowledge Educational and Experience Requirements: Bachelor’s degree in Computer Science, Software Engineering, or related field, or an equivalent combination of training and experience Advanced knowledge of English (both written and spoken) - proficiency in other languages is an advantage. 1 to 5 years of previous work experience, depending on the job levelSuitable for different levels of experiences in networking and/or security industry. Benefits: Stable multicultural working environment of fast growing world-wide companyCareer development opportunitiesGreat opportunity to develop technical skills and knowledgeTrainings and Fortinet certificationsCompetitive salaryEmployee stock program