Senior Technical Support Engineer - Wi-Fi & Switching

Fortinet, Inc.; Frankfurt; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading cybersecurity firm in Frankfurt, Germany, is seeking an ETAC Senior Engineer with a strong background in technical support and wireless networking. You will provide exceptional customer service, technical support, and troubleshooting for Fortinet products. The ideal candidate has 5 to 7 years of experience in a similar role, is fluent in English and German, and possesses strong problem-solving skills. Join a dynamic team that values collaboration and continuous improvement in delivering top-notch technical support.

Leistungen

Supportive work environment

Competitive Total Rewards package

Qualifikationen

• 5 to 7 years of experience in a technical support role in a wireless networking/wireless security company.
• Strong understanding of Wi‑Fi 802.11 networks and 4G LTE experience.
• Previous call center experience supporting data networking products and/or security products desirable.
• Knowledge of Linux, Perl Scripting, SQL, and Python.

Aufgaben

• Run real-time phone or remote access sessions with customers.
• Provide direct technical support to Fortinet customers.
• Support and troubleshoot wireless and switching products.
• Educate customers on networking and product knowledge.

Kenntnisse

Technical support experience

Wi‑Fi 802.11 networks

TCP/IP and routing protocols

Security products knowledge

Troubleshooting skills

Windows, MacOS, UNIX or Linux knowledge

Call center experience

Fluent in English and German

Customer service orientation

Industry certifications (FCNSA, CCNA, CCNP, CWSP)

Dynamic routing protocols knowledge

Authentication protocols knowledge

Scripting and programming (Python, SQL, Perl)

Ausbildung

Technical degree or equivalent experience

Jobbeschreibung

German language required.

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 ETAC Senior Engineer to contribute to the success of our rapidly growing business.

You would act as ETAC Senior Engineer role 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 ETAC Senior Engineer you will:

• Running real-time phone or remote access sessions with customers
• Provide direct technical web and telephone support to Fortinet customers.
• Support and troubleshooting on the wireless and switching range of Fortinet products.
• Collection, analysis and change recommendations of configuration information.
• Collection and analysis of customer network information.
• Collection and initial analysis of packet trace 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.
• 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.

We Are Looking For:

• 5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
• Strong understanding of Wi‑Fi 802.11 networks and 4G LTE experience.
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
• Experience with security products: firewalls, IPsec, IDS/IPS, and WIDS
• Strong troubleshooting and problem‑solving skills.
• Extensive working knowledge of Windows, MacOS, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products, is desirable.
• Strong English and German skills both written and verbal.
• Positive, communicative, and customer‑oriented attitude
• Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)
• Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security gateways, etc.)
• Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
• Knowledge of authentication protocols and methods (LDAP, SSO, 2‑factor authentication, etc.)
• Knowledge of Linux, Perl Scripting, SQL, Python

About Our Team:

Join the TAC team, known for its collaborative ethos, working seamlessly with a variety of specialized groups to ensure a comprehensive and seamless technical support experience. By working with these diverse teams, they ensure a holistic approach to customer service, product quality, and technological innovation, leading to a robust support infrastructure and continuous improvement in technical support services and product offerings. Our team culture emphasizes collaboration, continuous improvement, customer‑centricity, innovation, and accountability. By embedding these values into our ethos and culture, we create a dynamic and supportive environment that drives excellence and innovation while maintaining a strong focus on our customers' needs and satisfaction.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.