Technical Support Engineer

About Fortinet:

Fortinet, a public company, is the only provider of ASIC-powered, network-based antivirus firewall systems for real-time network protection. Please visit our website at  for more information. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. With offices in EMEA, we are an equal opportunity employer offering exciting work, competitive compensation and benefits. Fortinet is looking for the best and the brightest to join our highly motivated team.

Job Title:

Technical Support Engineer

Reports to:

Technical Support Manager

Location:

EMEA Support Center, Czech Republic - Prague 

Job Description Summary:

Fortinet is growing and we are expanding our EMEA technical support team, we are looking for strong technical support engineers at all levels. 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.

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:

• Providing direct technical support via the phone and ticketing system to our customers and partners through-out the EMEIA Region.
• Running real-time troubleshooting sessions with partners/customers
• Collecting data and traces for investigation, taking ownership of overall customer satisfaction, recognizing high priority situations and taking appropriate escalation action.
• Analyzing, technical investigation and resolution of reported problems involving the following products: FortiWeb, FortiADC, FortiDDoS, FortiIsolator.
• Engaging DevOps after initial triage for tickets related to cloud solutions products such as FortiAppSec Cloud, FortiDAST, FortiCASB.
• Developing core competency on Fortinet product line and technologies
• Managing multiple issues in parallel, taking responsibility for meeting SLAs
• Reproducing issues, discovered in customer environments, on Fortinet lab equipment.

General Skills and Attributes Requirements:

• Good understanding of Web Application Firewall and Load Balancing concepts, security and vulnerabilities
• Basic working knowledge of PCRE
• Working knowledge of HTTP, DNS, SSL and PKI
• Working knowledge of OSI model and TCP/IP protocol
• Administrative knowledge of Windows, Unix or Linux
• Ability to understand network traffic traces decoded with Wireshark
• Experience with VMware and/or other virtualization or cloud technologies
• Strong troubleshooting and problem-solving skills 
• Ability to work with moderate supervision, ability to work under pressure
• Positive, communicative and customer-oriented attitude
• Previous call center experience, preferably supporting data networking products and/or security products is an advantage
• Knowledge of authentication protocols and methods (LDAP, NTLM, Kerberos, SSO, Radius, 2-factor authentication) is an advantage

Additional Skills and Attributes Requirements for Senior Role:

• Prior experience and knowledge of the FortiWeb and FortiADC products. 
• In-depth knowledge of HTTP, DNS, SSL and PKI
• Familiarity with API development tools, along with JSON and XML data structures 
• Prior experience and knowledge of the FortiDDoS and/or FortiIsolator products is an advantage.
• A solid working knowledge and understanding of the Linux operating system
• LUA and Bash shell scripting language knowledge

Educational and Experience Requirements:

• 3 to 5 years of previous work experience depending on the job level
• Proficient spoken and written English, other languages are an advantage

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