Advanced Support Engineer

Fortinet, Inc.; Frankfurt; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

A leading cybersecurity company in Frankfurt is seeking an Advanced Services Engineer for their Advanced Support Team. This role involves providing exceptional technical support to high-profile clients in the EMEA region. Responsibilities include troubleshooting Fortinet products, managing technical cases, and building long-term client relationships. Candidates should have strong networking knowledge, excellent communication skills, and relevant experience in the telco and enterprise sectors. A bachelor's degree in a related field is desirable and experience with Fortinet products is a plus.

Qualifikationen

• 4–6 years of experience in a technical support role.
• Strong understanding of data networking and problem-solving.
• Effective communication skills with customers.

Aufgaben

• Provide advanced troubleshooting on Fortinet products.
• Maintain and prioritize technical cases until resolution.
• Participate in customer calls to discuss technical issues.
• Build long-term technical relationships with clients.

Kenntnisse

Data networking protocols (TCP/IP, routing and switching)

Troubleshooting and problem-solving skills

Effective communication skills

Experience in security products

Technical support experience in telco and large enterprise

Knowledge of Windows, Linux, or Unix

Fluent in English

Ausbildung

Bachelor's degree in Computer Science, Software Engineering or related field

Jobbeschreibung

Advanced Services Engineer – Advanced Support Team

Fortinet is growing and we are expanding our EMEA technical support teams, we are looking for a passionate Advanced Services Engineer to deliver technical support excellence to high profile customers within the EMEA region. 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 member of the Advanced Services Team, you will build and maintain a long‑term technical relationship with your customers, while providing best in class technical solutions. You will work with research and development groups, sales teams and regional support teams in a fast paced environment.

For this position, you have to demonstrate experience in participating in the post sales support escalation processes, which includes pre‑sales experience, as well as strong customer facing skills particular in the telco and large enterprise space.

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.

Key Responsibilities

• Advanced troubleshooting on the full range of Fortinet products
• Track, maintain and prioritize technical cases including proper escalation until case closure
• Take initiatives and ownership of customer incidents to drive for timely resolutions
• Manage customer communications and expectations until the closure of each case
• Build and maintain a long‑term technical relationship with your customers
• Participate in customer conference calls or face‑to‑face customer meetings to discuss technical issues
• Reproduce customer environments on lab equipment, recommend potential new solutions
• Produce reports to summarize service activity and performance
• Report software/hardware related issues to R&D department and assure follow‑up
• Develop best‑practice deployment and troubleshooting documentation
• Create technical documentation and bulletins to improve internal and external knowledge base

Skills and Attributes Requirements

• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
• Strong troubleshooting and problem solving skill
• Effective communication and customer handling skills
• Experience in security products and technologies (e.g. Firewalls, IDS/IPS, DDoS, VPN, Web application Firewall)
• Previously worked in a technical support position with the telco and large enterprise space
• Deep working knowledge of Windows, Linux or Unix
• Previous experience on Fortinet products is an advantage
• Advanced knowledge of English (written and spoken) and other languages are an advantage

Educational and Experience Requirements

• 4–6 years of experience in a technical support role
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

• Previous Fortinet certification is preferred but not essential – NSE 4 /FCP _NS