German language required.
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