Technical Support Engineer - Wi-Fi & Switching

Fortinet; Frankfurt; Hybrid; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

Fortinet seeks an ETAC Senior Engineer to provide real-time technical support to customers and to troubleshoot Fortinet wireless, switching and security products. You will collect network data, analyze traces, and propose corrective actions while communicating clearly with customers and documenting case progress.

The role requires strong Linux/Windows/macOS knowledge, extensive networking know‑how, and fluency in English and German.

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.

Aufgaben

• Run real‑time phone or remote access sessions with customers.
• Provide direct technical web and telephone support to Fortinet customers.
• Support and troubleshoot the wireless and switching range of Fortinet products.
• Collect, analyze and make change recommendations of configuration information.
• Collect and analyze customer network information.
• Collect and initially analyze packet trace information.
• Recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking or product knowledge.
• Consult technical documentation, bulletins, and release notes for known problems.
• Reproduce customer environments on lab equipment.
• Follow up on technical cases, including proper escalation and management of the case until closure.
• Manage customer communications and expectations until the closure of each case.

Kenntnisse

Wi-Fi 802.11

TCP/IP

Network security

English & German

Troubleshooting

Linux/Windows/macOS

Customer support

CCNA/FCNSA

Ausbildung

Bachelor's degree or equivalent

Tools

Firewalls

IPsec

Linux scripting (Perl/Python)

UNIX/Linux

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.

Responsibilities

• Running real‑time phone or remote access sessions with customers
• Providing direct technical web and telephone support to Fortinet customers
• Supporting and troubleshooting the wireless and switching range of Fortinet products
• Collecting, analyzing and making change recommendations of 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 or product knowledge
• 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 management of the case until closure
• Managing customer communications and expectations until the closure of each case

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 any industry certificates (FCNSA, CCNA, CCNP, CWSP) is a plus
• Basic experience with security devices (controllers, cloud, access points, 4G LTE, switches, routers, firewalls, IPS, 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.

Hybrid

Hybrid

About Us

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.