Technical Support Engineer - FortiSase

Fortinet is growing and we are expanding our EMEA technical support team, we are looking for strong technical support engineers to join our FortiSase team. 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 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.