דרושים Technical Support Engineer - Endpoint ב-Fortinet ב-Czechia, Prague

What you will be doing.

• Work as part of a team to provide technical assistance to Fortinet-certified partners and customers for Fortinet Firewalls (FortiGate) and other devices.
• Run real-time troubleshooting sessions with partners/customers.
• Test and reproduce partner/customer issues in the Laboratory.
• Recommend corrective actions based on gathered data and analysis.
• Run real-time phone or remote access sessions.
• Report software/hardware related issues to R&D department.
• Acquire knowledge by participating in round tables, training, and self-learning.

To be successful in the role, you will have:

• Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience.
• 3 - 6 years’ experience in an IT or technical support role.
• Experience in the telecommunications/networking/security industry.
• Good knowledge of the OSI model.
• Strong understanding of networking protocols, specifically TCP/IP, routing and switching.
• Proficient spoken and written English.
• Positive, communicative, and customer-oriented attitude.
• Excellent time management, multi-tasking and organizational skills.
• Self-motivated to develop technically.
• Ability to cope and work under pressure.

What is not essential but nice to have:

• Industry certificates (NSE4, CCNA, Security+ etc.).
• Knowledge of dynamic routing protocols (OSPF, BGP).
• Knowledge of authentication protocols (LDAP, SSO, 2-factor authentication, etc.).
• Knowledge of cloud environments like AWS, google cloud, Azzure, etc.
• Experience with security devices (Firewalls, IPSs, Mail Security Gateways, etc.).

What we offer:

• Career growth opportunities: Working for a reputable and fast-growing company like Fortinet can provide you with ample opportunities for professional development and growth. Fortinet is committed to the professional development of its employees. You'll have access to a wealth of knowledge and experience from colleagues, as well as training, certification and mentorship programs that will help you grow in your role and advance your career.
• Competitive compensation and benefits: We offer competitive salaries, employee stock program, annual merit reviews, and benefits such as health insurance, multisport card and more.
• Work-life balance: Fortinet values its employees' work-life balance and provides a flexible working environment. You will receive 30 days paid time off with additional public holidays in the Czech Republic.
• Great location: Prague is one of the most beautiful cities in Europe and a great place to live and work. The Fortinet office is conveniently located in the city center, close to public transportation and other amenities.
• Global exposure: Fortinet has a global presence, and working in its Prague office provides you with exposure to an international working environment. You will have the opportunity to work with colleagues from different regions and cultures, which can broaden your perspectives and enrich your professional experience.
• Impactful work: At Fortinet, you'll be working on cutting-edge cybersecurity solutions that help protect organizations from cyber threats. You'll be making a meaningful contribution to the safety and security of businesses worldwide.
• Exciting work culture: Fortinet has a dynamic and fast-paced work culture that encourages innovation, teamwork, and creativity. We are a high performing, driven, results oriented culture. The type of environment where you can get things done, explore your own innovation, creativity and feel proud about the difference you are able to achieve. We encourage ideas and provide patent incentives to do so. Also, through our own Innovator Awards Program, employees have an opportunity to get involved in the development of their own ideas and even share in the commercial success of newly developed products!

Job Title:

Technical Support Engineer

Reports to:

Technical Support Manager

EMEA Support Center, Czech Republic - Prague

Job Description Summary:

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.

**Please note that this is not an IT/system administration position.

Key Responsibilities:

• Providing direct technical support via the phone and ticketing system to our customers and partners through-out the EMEIA Region.
• Running real-time troubleshooting sessions with partners/customers
• Collecting data and traces for investigation, taking ownership of overall customer satisfaction, recognizing high priority situations and taking appropriate escalation action.
• Analyzing, technical investigation and resolution of reported problems involving the following products: FortiWeb, FortiADC, FortiDDoS, FortiIsolator.
• Engaging DevOps after initial triage for tickets related to cloud solutions products such as FortiAppSec Cloud, FortiDAST, FortiCASB.
• Developing core competency on Fortinet product line and technologies
• Managing multiple issues in parallel, taking responsibility for meeting SLAs
• Reproducing issues, discovered in customer environments, on Fortinet lab equipment.

General Skills and Attributes Requirements:

• Good understanding of Web Application Firewall and Load Balancing concepts, security and vulnerabilities
• Basic working knowledge of PCRE
• Working knowledge of HTTP, DNS, SSL and PKI
• Working knowledge of OSI model and TCP/IP protocol
• Administrative knowledge of Windows, Unix or Linux
• Ability to understand network traffic traces decoded with Wireshark
• Experience with VMware and/or other virtualization or cloud technologies
• Strong troubleshooting and problem-solving skills
• Ability to work with moderate supervision, ability to work under pressure
• Positive, communicative and customer-oriented attitude
• Previous call center experience, preferably supporting data networking products and/or security products is an advantage
• Knowledge of authentication protocols and methods (LDAP, NTLM, Kerberos, SSO, Radius, 2-factor authentication) is an advantage

Additional Skills and Attributes Requirements for Senior Role:

• Prior experience and knowledge of the FortiWeb and FortiADC products.
• In-depth knowledge of HTTP, DNS, SSL and PKI
• Familiarity with API development tools, along with JSON and XML data structures
• Prior experience and knowledge of the FortiDDoS and/or FortiIsolator products is an advantage.
• A solid working knowledge and understanding of the Linux operating system
• LUA and Bash shell scripting language knowledge

Educational and Experience Requirements:

• 3 to 5 years of previous work experience depending on the job level
• Proficient spoken and written English, other languages are an advantage

What you will be doing.

• Work as part of a team to provide technical assistance to Fortinet-certified partners and customers for Fortinet Firewalls (FortiGate) and other devices.
• Run real-time troubleshooting sessions with partners/customers.
• Test and reproduce partner/customer issues in the Laboratory.
• Recommend corrective actions based on gathered data and analysis.
• Run real-time phone or remote access sessions.
• Report software/hardware related issues to R&D department.
• Acquire knowledge by participating in round tables, training, and self-learning.

To be successful in the role, you will have:

• Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience.
• 3 - 6 years’ experience in an IT or technical support role.
• Experience in the telecommunications/networking/security industry.
• Good knowledge of the OSI model.
• Strong understanding of networking protocols, specifically TCP/IP, routing and switching.
• Proficient spoken and written English.
• Positive, communicative, and customer-oriented attitude.
• Excellent time management, multi-tasking and organizational skills.
• Self-motivated to develop technically.
• Ability to cope and work under pressure.

What is not essential but nice to have:

• Industry certificates (NSE4, CCNA, Security+ etc.).
• Knowledge of dynamic routing protocols (OSPF, BGP).
• Knowledge of authentication protocols (LDAP, SSO, 2-factor authentication, etc.).
• Knowledge of cloud environments like AWS, google cloud, Azzure, etc.
• Experience with security devices (Firewalls, IPSs, Mail Security Gateways, etc.).

What we offer:

• Career growth opportunities: Working for a reputable and fast-growing company like Fortinet can provide you with ample opportunities for professional development and growth. Fortinet is committed to the professional development of its employees. You'll have access to a wealth of knowledge and experience from colleagues, as well as training, certification and mentorship programs that will help you grow in your role and advance your career.
• Competitive compensation and benefits: We offer competitive salaries, employee stock program, annual merit reviews, and benefits such as health insurance, multisport card and more.
• Work-life balance: Fortinet values its employees' work-life balance and provides a flexible working environment. You will receive 30 days paid time off with additional public holidays in the Czech Republic.
• Great location: Prague is one of the most beautiful cities in Europe and a great place to live and work. The Fortinet office is conveniently located in the city center, close to public transportation and other amenities.
• Global exposure: Fortinet has a global presence, and working in its Prague office provides you with exposure to an international working environment. You will have the opportunity to work with colleagues from different regions and cultures, which can broaden your perspectives and enrich your professional experience.
• Impactful work: At Fortinet, you'll be working on cutting-edge cybersecurity solutions that help protect organizations from cyber threats. You'll be making a meaningful contribution to the safety and security of businesses worldwide.
• Exciting work culture: Fortinet has a dynamic and fast-paced work culture that encourages innovation, teamwork, and creativity. We are a high performing, driven, results oriented culture. The type of environment where you can get things done, explore your own innovation, creativity and feel proud about the difference you are able to achieve. We encourage ideas and provide patent incentives to do so. Also, through our own Innovator Awards Program, employees have an opportunity to get involved in the development of their own ideas and even share in the commercial success of newly developed products!

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.As a member of the Advanced Services Team, you will build and maintain a long-term technical relationship with your customers, while providing best in class technical solutions. You will work with research and development groups, sales teams and regional support teams in a fast paced environment.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.

• Advanced troubleshooting on the full range of Fortinet products
• Track, maintain and prioritize technical cases including proper escalation until case closure
• Take initiatives and ownership of customer incidents to drive for timely resolutions
• Manage customer communications and expectations until the closure of each case
• Build and maintain a long-term technical relationship with your customers
• Participate in customer conference calls or face to face customer meetings to discuss technical issues
• Reproduce customer environments on lab equipment, recommend potential new solutions
• Produce reports to summarize service activity and performance
• Report Software/Hardware related issues to R&D department and assure follow-up
• Develop best practices deployment and troubleshooting documentation
• Create technical documentation and bulletins to improve internal and external knowledge base• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
• Strong troubleshooting and problem solving skill
• Effective communication and customer handling skills
• Experience in security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)
• Previously worked in a technical support position with the telco and large enterprise space.
• Deep working knowledge of Windows, Linux or Unix • Previous experience on Fortinet products is an advantage
• Educational and Experience Requirements:
• 4-6 years of experience in a technical support role
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
• Advanced knowledge of English (written and spoken) other languages are an advantage

• Previous Fortinet certification is preferred but not essential - NSE 4 /FCP _NS

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:

• Advanced troubleshooting on the full range of Fortinet products
• Track, maintain and prioritize technical cases including proper escalation until case closure
• Take initiatives and ownership of customer incidents to drive for timely resolutions
• Manage customer communications and expectations until the closure of each case
• Build and maintain a long-term technical relationship with your customers
• Participate in customer conference calls or face to face customer meetings to discuss technical issues
• Reproduce customer environments on lab equipment, recommend potential new solutions
• Produce reports to summarize service activity and performance
• Report Software/Hardware related issues to R&D department and assure follow-up
• Develop best practices deployment and troubleshooting documentation
• Create technical documentation and bulletins to improve internal and external knowledge base
• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
• Strong troubleshooting and problem solving skill
• Effective communication and customer handling skills
• Experience in security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)
• Previously worked in a technical support position with the telco and large enterprise space.
• Deep working knowledge of Windows, Linux or Unix
• Previous experience on Fortinet products is an advantage
• Educational and Experience Requirements:
• 4-6 years of experience in a technical support role
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
• Advanced knowledge of English (written and spoken) other languages are an advantage

Office contract - 4 days a week in office/ 1 day from home

As a Technical Support Engineer, you will:

• Troubleshoot Fortinet’s Secure Access Service Edge product, FortiSASE.
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer system information
• Recommend corrective actions based on analysis
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• Consultation of technical documentation, bulletins and release notes for known problems
• Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions
• Follow up on technical cases, including proper escalation and management of the case until case closure
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation

We Are Looking For:

• Candidate with 3+ years of experience in a technical support or system administration role in a networking/security company or equivalent education
• Deep working knowledge of operating systems -- Windows, OSX, Linux
• Deep understanding of TCP/IP, routing protocols, L2/L3 switches
• Strong understanding of BGP, Hub-and-Spoke technology, SDWAN
• Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning
• Strong troubleshooting and problem-solving skills
• Previous call center experience, preferably supporting data networking products and/or security products is desirable
• Strong communication skills, both written and verbal

Educational Requirement:

• Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.

This position requires to be in the office 4 days/week.

What You Will Do:

In this position, the Technical Support Engineer will:

• Become a Trusted Advisor : You'll be the go-to expert, providing exceptional technical support and guidance to our valued Fortinet certified partners and customers.
• Real-time Problem Solver : Dive into exciting, real-time troubleshooting sessions, diagnosing and resolving intricate technical issues with precision and speed.
• Configuration Architect: Analyze complex configuration information, identify areas for optimization, and recommend strategic changes to enhance system performance and security.
• Empower Through Education: Share your extensive knowledge, bridging gaps in networking and product understanding to empower our customers and partners.
• Innovation Driver: Collaborate on reproducing customer environments in our labs, isolating problems, and even contributing to the development of exciting new solutions.
• Case Management Maestro: Expertly manage technical cases from start to finish, ensuring clear communication, proactive escalations, and successful resolutions that delight our customers.
• Customer Advocate: Lead customer communication, manage expectations with professionalism, and confidently conduct meetings to discuss escalations and ensure complete satisfaction.

We are seeking insightful, inclusive connectors to join our team. You foster collaborative partnerships by the ways in which you seek to understand others, work together, and diagnose complex organizational variables, issues, and opportunities. You have an ongoing sense of drive, informed urgency, and you are attentive to detail. You enjoy implementing holistic solutions that meet and scale with the strategic needs of the organization.

• You bring 6+ years of valuable experience in the dynamic world of networking or cyber security.
• Your in-depth knowledge of TCP/IP is second to none, allowing you to navigate complex network architectures with ease.
• You have hands-on experience with a range of security products, including firewalls, IDS/IPS, VPN, and virus scanning, ready to tackle any challenge.
• You possess strong communication skills, both written and verbal, enabling you to articulate complex technical concepts clearly and concisely.
• You exude a positive, communicative, and genuinely customer-oriented attitude, making every interaction a positive experience.
• You're an exceptional problem-solver, capable of tackling intricate issues autonomously or collaborating seamlessly within a high-performing team.

Desirable:

• A solid understanding of TCP/IP, routing protocols, and L2/L3 switches.
• Experience with various VPN technologies (IPSec, SSL, L2TP).
• Good knowledge of authentication protocols and methods (LDAP, SAML, RADIUS, OAuth).
• Familiarity with database maintenance and SQL.
• An awareness of web application security and vulnerabilities (experience with exploits is a plus).
• Any industry certifications such as FCP, CCNA, Microsoft, or VMware are highly valued.