Technical Support Engineer - Wi-Fi & Switching

Zoomcar; Frankfurt; Vor Ort; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

Fortinet is seeking an ETAC Senior Engineer to deliver expert technical support for our customers on wireless networking and security solutions. The role requires hands-on troubleshooting, real-time sessions, and thorough analysis of networks, packets, and configurations to drive rapid issue resolution.

You will work within Fortinet’s TAC team, collaborating with internal groups and customers to provide exceptional service.

Qualifikationen

• 5–7 years in technical support in wireless networking or security
• Strong understanding of Wi‑Fi 802.11 networks and 4G LTE experience
• Solid TCP/IP, routing, and L2/L3 switching knowledge
• Experience with firewalls, IPS/IDS/WIDS products
• Proficient in Windows, macOS, UNIX/Linux
• Good English and German written and spoken skills
• Industry certs such as FCNSA, CCNA/CCNP/CWSP are a plus

Aufgaben

• Run real-time phone or remote access sessions with customers
• Provide direct technical web and telephone support
• Troubleshoot wireless and switching products
• Analyze configuration data and packet traces for recommendations
• Collect and analyze customer network information
• Escalate and manage cases to closure
• Educate customers on networking and product knowledge
• Consult technical documents and release notes as needed
• Reproduce customer environments on lab equipment
• Maintain proactive customer communications and expectations

Kenntnisse

WiFi 802.11

4G LTE

TCP/IP

LAN/WAN

Security products

Windows/macOS/Linux

English & German

Tools

Packet trace tools

Jobbeschreibung

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.

#LI- Hybrid

Fortinet makes possible a digital world that we can always trust through its mission to protect people, devices, and data everywhere. This is why the world’s largest enterprises, service providers, and government organizations choose Fortinet to securely accelerate their digital journey. The Fortinet Security Fabric platform delivers broad, integrated, and automated protections across the entire digital attack surface, securing critical devices, data, applications, and connections from the data center to the cloud to the home office. Ranking #1 in the most security appliances shipped worldwide, more than 615,000 customers trust Fortinet to protect their businesses. And the Fortinet NSE Training Institute, an initiative of Fortinet’s Training Advancement Agenda (TAA), provides one of the largest and broadest training programs in the industry to make cyber training and new career opportunities available to everyone.

You would act as ETAC Senior Engineer role to provide exceptional customer service for our loyal customers.