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Senior Technical Support Engineer

at Fortinet

Mid LevelNo visa sponsorshipCybersecurity

Posted 10 hours ago

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Compensation: Not specified
City: Frankfurt am Main
Country: France, Germany

Fortinet is seeking experienced technical support engineers for its expanding EMEA Technical Assistance Centers in Sophia Antipolis, France and Frankfurt, Germany. The role focuses on in-depth FortiSIEM product knowledge, problem solving, and providing effective customer solutions through phone and web-based support across the EMEA region. Responsibilities include investigating issues (including replication in lab), debugging with traces/packet captures, reproducing complex environments, and coordinating with R&D to resolve product issues while producing technical documentation. This is not an IT/system administration role.

Location: Sophia Antipolis, Alpes-Maritimes, France

Job Description Summary:

Fortinet is seeking experienced technical support engineers for our expanding EMEA team at the Sophia-Antipolis, France, and Frankfurt, Germany, Technical Assistance Centers. The ideal candidates shall develop in depth knowledge of the FortiSIEM product and will possess strong problem-solving skills, exceptional ability to gather and analyze information, and proficiency in developing effective solutions with the product for our customers.

In order to succeed in this position, it is imperative that the candidate possess exceptional oral and written communication skills, being able to articulate their action plan while also actively listening with attentiveness so as to fully comprehend the situation at hand. Additionally, one must be capable of responding effectively when faced with queries or challenges arising from positive or negative circumstances.

** Please note that this is not an IT/system administration position.

Key Responsibilities:

· Investigate customer issues, including replication of problems in-house, and working with engineering teams to provide solutions.

· Providing direct technical support via the phone, web based systems to our customers and partners though-out the EMEA Region.

· Analysis and technical investigation of reported problems.

· Provide technical solutions to address customer issues.

· Problem investigation using debug traces, logs and analysis of packet captures.

· Reproduction of complex customer environments on lab equipment.

· Follow-up with R&D departments to resolve product issues.

· Creation of technical documentation and bulletins to improve internal and external technical articles and whitepapers.

· Develop core competency on Fortinet’s product line and technologies

Skills and Attributes Requirements:

• Strong understanding of data networking protocols, TCP/IP, routing and switching.

• Experience with network management and analysis tools.

• Experience with the FortiSIEM or any other SIEM related product would be an advantage.

• Experience and certification with the FortiAnalyzer and FortiSOAR products would be an asset.

• A very good working knowledge of Linux operating systems.

• Experience with VMware and/or other virtualization technologies.

• Knowledge of cloud environments such as AWS and Azure.

• Good understanding of web application concepts such as Java EE, Apache, HTML, CSS and JavaScript.

• Database knowledge is a requirement, such as PostgreSQL & Clickhouse

• Understanding of security polices and vulnerability assessment management.

• Familiarity with API development tools and XML/JSON data structure knowledge.

• Strong troubleshooting and problem solving skills.

• Exceptional communication skills.

• Previous experience on Fortinet products and Fortinet certifications are an advantage.

Educational and Experience Requirements:

Five or more years of experience.

Bachelor’s degree in Computer Science, Computer Security, Software Engineering or related field, or an equivalent combination of training and experience.

Advanced knowledge of English (written and spoken), with other languages being an advantage.

About Fortinet:

Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. 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.

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