Technical Support Engineer - Endpoint

Technical Support Engineer - Endpoint

Prague - Czech Republic

Key Responsibilities:

• To provide direct technical support via the phone, chat and web based systems to our customers and partners though-out the EMEA Region.
• Analysis and technical investigation of reported problems involving all Fortinet products
• Provide technical solutions to address customer issues
• Problem investigation through analysis of packet captures and debug traces
• Reproduction of complex customer environments on lab equipment
• Follow-up with R&D departments to resolve product issues
• Manage technical cases, escalate, and control the right expectation until the closure of the cases
• Creation of technical documentation and bulletins to improve internal and external knowledge base
• Take initiatives and ownership of the problem to drive for results
• Develop core competency on Fortinet’s product line and technologies

Skills and Attributes Requirements:

• Proficient understanding of data networking protocols, particularly TCP/IP, routing, and switching.
• Deep knowledge of endpoint security technologies, including antivirus, firewalls, and threat intelligence.
• Ability to effectively troubleshoot Windows, macOS, and Linux operating systems.
• Hands-on experience with VMware and/or other virtualization technologies.
• Familiarity with Active Directory Domain.
• Sound understanding of web application concepts, security, and vulnerabilities.
• Knowledge of databases is advantageous.
• Strong communication skills, capable of articulating technical concepts clearly to both technical and non-technical audiences.
• Exceptional problem-solving abilities and the capacity to work autonomously or collaboratively within a team.

Educational and Experience Requirements:

• Five years or more of previous experience
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
• Advanced knowledge of English (written and spoken) other languages are an advantage

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