Technical Support Engineer - Germany

Fortinet, Inc.; Deutschland; Hybrid; EUR 50.000 - 75.000; Vollzeit

Zusammenfassung

A leading cybersecurity company seeks a Technical Support Engineer based in Frankfurt, Germany. In this role, you will troubleshoot customer issues, optimize system configurations, and manage customer communications. Ideal candidates have 3+ years in the networking/security industry and strong problem-solving skills. Join our diverse team to help us secure the digital world for 660,000+ customers.

Leistungen

Flexible work arrangements

Competitive Total Rewards package

Qualifikationen

• 3+ years experience in networking or security.
• Hands-on experience with security devices like Firewalls.
• Proficient in English and other CEE languages.

Aufgaben

• Conduct troubleshooting on Fortinet products.
• Provide customer education on networking and products.
• Manage customer communications throughout cases.

Kenntnisse

TCP/IP

Troubleshooting Skills

Communication Skills

Problem Solving

Knowledge of Firewalls

Networking Knowledge

Ausbildung

Relevant Certifications (FCP, CCNA, CCNP, CCSP, CISSP)

Jobbeschreibung

Job Description

What You Will Do:

Reporting to the TAC Manager based in Frankfurt, Germany, you will act as the primary contact for our customers and partners regarding technical break/fix or configuration inquiries for FortiGate and FortiAuthenticator.

In this role, the Technical Support Engineer will:

• Conduct basic troubleshooting on Fortinet products, mainly FortiGate and FortiAuthenticator, ensuring prompt resolution of customer issues.
• Gather, analyze, and provide recommendations for configuration information, helping customers optimize their systems.
• Collect and analyze customer system information, identify areas for improvement, and suggest corrective actions.
• Provide customer education to bridge knowledge gaps in networking, product understanding, and related areas.
• Consult technical documentation, bulletins, and release notes to address known issues and deliver effective solutions.
• Reproduce customer environments in lab settings, isolate and resolve problems, and propose innovative solutions.
• Follow up on technical cases, ensuring proper escalation, case management, and timely resolution.
• Manage customer communications and expectations throughout the case lifecycle, leading customer management meetings for escalations.

Who We Are Looking for:

We seek insightful, inclusive connectors to join our team. You foster collaborative partnerships by understanding others, working together, and diagnosing complex organizational issues and opportunities. You have a persistent drive, a sense of urgency, and attention to detail. You enjoy implementing holistic solutions that align with and support the strategic needs of the organization.

• 3+ years of experience in networking or security industry.
• Deep knowledge of TCP/IP.
• Hands-on experience with security devices such as Firewalls, IPS, and Mail Security Gateways.
• Proficient in spoken and written English and other CEE languages.
• Excellent troubleshooting and problem-solving skills for effective issue resolution.
• Strong communication skills, both written and verbal, for clear customer interactions.
• Ability to work effectively in a multicultural team environment.

Desirable:

• Understanding of Active Directory and configuration.
• Knowledge of authentication protocols (LDAP, RADIUS, Kerberos, NTLM).
• Experience with VPNs (IPsec, SSL) and their implementation.
• Knowledge of database maintenance and SQL.
• Familiarity with web application security, vulnerabilities, and exploits is a plus.
• Industry certifications such as FCP, CCNA, CCNP, CCSP, or CISSP are advantageous.

We encourage candidates from all backgrounds and identities to apply. We offer a competitive Total Rewards package to support your health and financial well-being, flexible work arrangements, and a supportive environment. If you seek a challenging, enjoyable, and rewarding career, consider joining us to deliver solutions that make a meaningful and lasting impact on our 660,000+ customers worldwide.

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About Us

Fortinet enables a trusted digital world through its mission to protect people, devices, and data everywhere. The world's largest enterprises, service providers, and government organizations choose Fortinet to securely accelerate their digital transformation. Our Security Fabric platform offers broad, integrated, and automated protections across the entire digital attack surface, securing critical devices, data, applications, and connections from data centers to the cloud to remote offices. With over 615,000 customers trusting Fortinet and ranking #1 in security appliances shipped globally, we are committed to safeguarding businesses. The Fortinet NSE Training Institute, part of our Training Advancement Agenda (TAA), provides extensive training programs to make cyber careers accessible to all.