Senior Technical Support Engineer

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

Join Our Dynamic Team as a Technical Support Engineer

Are you passionate about cutting-edge cybersecurity and thrive on solving complex technical challenges? Do you love empowering users with your expertise and making a tangible impact? If so, we have an exciting opportunity for you to join our world-class support team

Fortinet, founded over 20 years ago, has become a driving force in the evolution of cybersecurity and the convergence of networking and security. Our mission is to secure people, devices, and data everywhere, and today we are looking for a Senior Technical Support Engineer to be a part of enabling the success of our rapidly growing business.  

What You Will Do: 

Reporting to eTAC Manager based in Prague, Czech Republic, you would act as the main contact point for our customers and partners for technical break/fix or configuration inquiries for Fortinet endpoint security product.

In this position, the Technical Support Engineer will: 

• Become a Trusted Advisor: You'll be the go-to expert, providing exceptional technical support and guidance to our valued Fortinet certified partners and customers.
• Real-time Problem Solver: Dive into exciting, real-time troubleshooting sessions, diagnosing and resolving intricate technical issues with precision and speed.
• Configuration Architect: Analyze complex configuration information, identify areas for optimization, and recommend strategic changes to enhance system performance and security.
• Empower Through Education: Share your extensive knowledge, bridging gaps in networking and product understanding to empower our customers and partners.
• Innovation Driver: Collaborate on reproducing customer environments in our labs, isolating problems, and even contributing to the development of exciting new solutions.
• Case Management Maestro: Expertly manage technical cases from start to finish, ensuring clear communication, proactive escalations, and successful resolutions that delight our customers.
• Customer Advocate: Lead customer communication, manage expectations with professionalism, and confidently conduct meetings to discuss escalations and ensure complete satisfaction.

Who We Are Looking for: 

We are seeking insightful, inclusive connectors to join our team. You foster collaborative partnerships by the ways in which you seek to understand others, work together, and diagnose complex organizational variables, issues, and opportunities. You have an ongoing sense of drive, informed urgency, and you are attentive to detail. You enjoy implementing holistic solutions that meet and scale with the strategic needs of the organization. 

• You bring 6+ years of valuable experience in the dynamic world of networking or cyber security.
• Your in-depth knowledge of TCP/IP is second to none, allowing you to navigate complex network architectures with ease.
• You have hands-on experience with a range of security products, including firewalls, IDS/IPS, VPN, and virus scanning, ready to tackle any challenge.
• You possess strong communication skills, both written and verbal, enabling you to articulate complex technical concepts clearly and concisely.
• You exude a positive, communicative, and genuinely customer-oriented attitude, making every interaction a positive experience.
• You're an exceptional problem-solver, capable of tackling intricate issues autonomously or collaborating seamlessly within a high-performing team.

Desirable:

• A solid understanding of TCP/IP, routing protocols, and L2/L3 switches.
• Experience with various VPN technologies (IPSec, SSL, L2TP).
• Good knowledge of authentication protocols and methods (LDAP, SAML, RADIUS, OAuth).
• Familiarity with database maintenance and SQL.
• An awareness of web application security and vulnerabilities (experience with exploits is a plus).
• Any industry certifications such as FCP, CCNA, Microsoft, or VMware are highly valued.

We encourage candidates from all backgrounds and identities to apply. We offer a competitive Total Rewards package to support you in managing your overall health and financial well-being, flexible work arrangements, and a supportive work environment. If you aspire to experience a challenging, enjoyable, and rewarding career journey, we invite you to consider joining us and bringing solutions that make meaningful and lasting impact to our 660,000+ customers around the globe.