Fortinet Technical Support Engineer - Wi-Fi & Switching 

Germany, Hesse, Frankfurt 

741407290

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

As a ETAC Senior Engineer you will:

• Running real-time phone or remote access sessions with customers
• Provide direct technical web and telephone support to Fortinet customers.
• Support and troubleshooting on the wireless and switching range of Fortinet products.
• Collection, analysis and change recommendations of configuration information.
• Collection and analysis of customer network information.
• Collection and initial analysis of packet trace 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.
• 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.

We Are Looking For:

• 5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
• Strong understanding of Wi-Fi 802.11 networks and 4G LTE experience.
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
• Experience with security products: firewalls, IPsec, IDS/IPS, and WIDS
• Strong troubleshooting and problem-solving skills.
• Extensive working knowledge of Windows, MACOs, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products, is desirable.
• Strong English and German skills both written and verbal.
• Positive, communicative, and customer-oriented attitude
• Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)
• Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security gateways, etc.)
• Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
• Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication, etc.)
• Knowledge of Linux, Perl Scripting, SQL, Python