Technical Support Engineer

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 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 issues
• Monitor and respond to customer inquiries accurately and with a sense of urgency
• Manage customer communication, assuring timely status updates and issue resolution
• Collaborate within the company, escalating issues and engaging others to solve difficult problems
• Work directly with customers/partners through phone, email and ticket management system to resolve issues and full-fill requests
• Calm and patient attitude to listen to problems. Perform research and lab testing in order to drive a reported issue towards a resolution
• Take 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 priorities
• Analytical, troubleshooting and problem solving skills.
• Excellent written and verbal communication skills
• Passionate about support and service delivery by giving customers a quality experience
• Ability to see challenging problems as opportunities to discover something new
• Must possess the desire to develop the skills necessary to maintain and troubleshoot diverse technologies
  Should 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 Linux
• Experience 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 advantage
• Ability to understand network traffic traces decoded with Wireshark
• Experience with VMware and/or other virtualization or cloud technologies
• Good understanding of Web application concepts, security and vulnerabilities
• Previous experience with network management and log analysis tools would be an advantage
• Database knowledge is an advantage
• Python, 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 system
• Python, Perl and Bash shell scripting language knowledge
• JavaScript knowledge is an advantage.
• Familiarity with API development tools, along with JSON and XML data structures
• Advanced understanding of Web application concepts, security and vulnerabilities
  SQlite, 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 level
  Suitable for different levels of experiences in networking and/or security industry.

Benefits:

• Stable multicultural working environment of fast growing world-wide company
• Career development opportunities
• Great opportunity to develop technical skills and knowledge
• Trainings and Fortinet certifications
• Competitive salary
  Employee stock program