Technical Support Engineer - FortiSase
at Fortinet
Posted 11 hours ago
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- Compensation
- Not specified
- City
- Praha
- Country
- Czech Republic
Currency: Not specified
Fortinet is expanding its EMEA technical support team and is seeking a skilled Technical Support Engineer for FortiSASE. The role involves troubleshooting Fortinet's FortiSASE product, collecting and analyzing configuration and customer system information, and recommending corrective actions. You will reproduce customer environments, escalate cases as needed, and manage customer communications to ensure case closure, while educating customers where gaps exist in networking or product knowledge. The position requires strong problem-solving, excellent communication, and deep knowledge of networking and security technologies.
Location: Praha, Hlavní město Praha, Czech Republic
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
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.
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