Technical Support Engineer

About Fortinet:

4 days per week in the office in Kelsterbach

Some command of German language essential

Job Title:

Technical Support Engineer – FortiManager/FortiAnalyzer/FortiPortal products

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

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