Fortinet Technical Support Engineer 

Czechia 

652378298

Job Title:

Technical Support Engineer

Reports to:

Technical Support Manager

EMEA Support Center, 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:

• To provide direct technical support via the phone and ticketing system to our customers and partners through-out the EMEIA Region.
• Engage DevOps after initial triage for tickets related to cloud solutions products.
• Analysis, technical investigation and resolution of reported problems involving the following products: FortiWeb, FortiADC, FortiDDoS, FortiIsolator.
• Reproduction customer environments on lab equipment.
• Collect data and traces for investigation, only escalate the most complex issues to the next level
• Running real-time troubleshooting sessions with partners/customers
• Reporting Software/Hardware related issues to R&D department
• Manage technical cases, and control the right expectations, until their closure or escalation to higher level.
• Develop core competency on Fortinet product line and technologies

Skills and Attributes Requirements:

• Solid understanding of Web Application Firewall and Load Balancing concepts
• Hands on experience with security devices - Firewalls/LoadBalancers/WAFs
• In-depth knowledge of OSI model and TCP/IP protocol
• In-depth knowledge of HTTP, DNS, SSL and PKI
• Basic knowledge of regular expressions
• Strong troubleshooting and problem solving skills
• Administrative knowledge of Windows, Unix or Linux
• Ability to work with moderate supervision, ability to work under pressure
• Positive, communicative and customer oriented attitude
• Quick learner

Desirable:

• Advanced knowledge of regular expressions and LUA scripting
• Good knowledge of VMware and/or other virtualization technologies
• Previous call center experience, preferably supporting data networking products and/or security products
• Knowledge of authentication protocols and methods (LDAP, NTLM, Kerberos, SSO, Radius, 2-factor authentication)

Educational and Experience Requirements:

• 3+ years of experience in networking and/or security industry.
• Proficient spoken and written English, other languages are an advantage