Technical Support Engineer - Wi-Fi & Switching

Fortinet, Inc.; Frankfurt; Vor Ort; EUR 50.000 - 75.000; Vollzeit

Zusammenfassung

Fortinet, Inc. is seeking a Technical Support Engineer for Wi‑Fi and Switching in Frankfurt, Germany. You will deliver real-time customer support, troubleshoot Fortinet wireless and switching products, and analyze configurations and network data to drive improvements.

The role requires strong knowledge of Wi‑Fi 802.11, TCP/IP, and security products, plus English and German communication skills. Related certifications and lab reproduction experience are valued.

Qualifikationen

• 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.
• Having industry certificates (FCNSA, CCNA, CCNP, CWSP).
• Knowledge of dynamic routing protocols and implementation (OSPF, BGP).
• Knowledge of authentication protocols and methods (LDAP, SSO, 2‑factor authentication, etc.).
• Knowledge of Linux, Perl Scripting, SQL, Python.

Aufgaben

• Run real-time phone or remote sessions with customers.
• Provide direct technical web and telephone support to Fortinet customers.
• Support and troubleshoot on the wireless and switching range of Fortinet products.
• Collect, analyzing, and making change recommendations based on configuration information.
• Collecting and analyzing customer network information.
• Collecting and initially analyzing packet trace information.
• Recommending corrective actions based on analysis.
• Providing customer education where needed due to gaps in networking, product knowledge, etc.
• Consulting technical documentation, bulletins, and release notes for known problems.
• Reproducing customer environments on lab equipment.
• Following up on technical cases, including proper escalation and case management until closure.
• Managing customer communications and expectations until case closure.

Kenntnisse

Wi‑Fi 802.11

TCP/IP

L2/L3 switching

Firewalls

IPsec

IDS/IPS

Windows/Linux

Python

Perl scripting

SQL

Tools

Perl scripting

Python

SQL

Linux

Jobbeschreibung

Technical Support Engineer - Wi-Fi & Switching

We are seeking a dynamic ETAC Senior Engineer to contribute to the success of our rapidly growing business, providing exceptional customer service and technical support for Fortinet customers.

We encourage candidates from all backgrounds and identities to apply.

Responsibilities

• Running real-time phone or remote access sessions with customers
• Providing direct technical web and telephone support to Fortinet customers
• Supporting and troubleshooting on the wireless and switching range of Fortinet products
• Collecting, analyzing, and making change recommendations based on configuration information
• Collecting and analyzing customer network information
• Collecting and initially analyzing packet trace information
• Recommending corrective actions based on analysis
• Providing customer education where needed due to gaps in networking, product knowledge, etc.
• Consulting technical documentation, bulletins, and release notes for known problems
• Reproducing customer environments on lab equipment
• Following up on technical cases, including proper escalation and case management until closure
• Managing customer communications and expectations until case closure

Qualifications

• 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 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 implementation (OSPF, BGP)
• Knowledge of authentication protocols and methods (LDAP, SSO, 2‑factor authentication, etc.)
• Knowledge of Linux, Perl Scripting, SQL, Python