Technical Support Engineer

Fortinet; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A cybersecurity pioneer is seeking a Technical Support Engineer in Dubai. You will be responsible for providing exceptional customer support to clients across various regions, analyzing technical issues, and managing cases effectively. The ideal candidate should have over 4 years of experience in the networking or security domain, a degree in Electronics or Computer Science, and strong troubleshooting skills. Join a dynamic team and expand your expertise in network security while supporting a fast-growing business.

Qualifications

• 4+ years in computer networking or security industry.
• Experience with OWASP, SSL, IPsec, WAF, and SD-WAN.
• Strong understanding of TCP/IP routing and switching.

Responsibilities

• Provide technical support via phone and web for customers.
• Analyze customer reported problems and provide solutions.
• Manage technical cases and recommend corrective actions.

Skills

Technical support

Troubleshooting

Network security

Communication skills

Problem-solving

Data networking protocols

Education

Bachelor’s or Master’s degree in relevant field

Tools

Linux

Python

Job description

Description

Join Fortinet a cybersecurity pioneer with over two decades of excellence as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet our mission is to safeguard people devices and data everywhere. We are currently seeking a dynamic Technical Support engineer 2 to contribute to the success of our rapidly growing business.

You would act as the Technical Support Engineer role to join our Dubai office to provide exceptional customer service for our loyal customers. The ideal candidate is energetic and passionate about working for Fortinet and supporting our customers while developing good and respected relationships with internal and external customers. This is a great opportunity to excel in an innovative fast-paced environment while expanding your knowledge and developing your skills in network security.

As a Technical Support Engineer you will:

• Provide technical support via phone and web-based systems for customers based in SAARC, ME and EMEA regions.
• Thoroughly analyze and investigate customers’ reported problems and provide turnkey solutions through debugging packet captures and traffic flow analysis, which may also involve reproducing customers’ sophisticated network setup in the lab environment.
• Report and follow up with engineering and development to address and resolve product issues.
• Own and manage technical cases and recommend corrective actions based on troubleshooting and analysis.
• Run real-time phone or remote access sessions with customers.
• Develop core competency on Fortinet’s product line and technologies.

We Are Looking For:

• Certificated FCP (Fortinet Certified Professional) or FCSS (Fortinet Certified Solution Specialist)
• Good knowledge on Firewall and network security
• Good understanding of data networking protocols specifically TCP/IP routing and switching fundamentals.
• Strong troubleshooting and problem‑solving skills in various OSI layer protocols.
• Hands‑on experience in IPsec, SSL, SD‑WAN authentication, WAF, VoIP, hardware redundancy and dynamic routing protocols.
• Working knowledge of Linux OS, virtualization technologies and cloud computing.
• Experience in Python or any similar language is an added advantage.
• Exemplary skills in oral and written communication including the ability to speak clearly and persuasively, listen carefully to ensure a full understanding of the situation and respond well to questions when dealing with both positive and negative situations.

Educational and Experience Requirements:

• 4 or more years of experience in the computer networking or security industry.
• Bachelor/Master’s degree in Electronics, Computer Science, Software Engineering or an equivalent combination of training and experience.