Technical Support Engineer – Wi-Fi, Switching

Jobtailor; Frankfurt; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an experienced technical support specialist in Frankfurt, Germany to provide realtime Fortinet product support over phone and web sessions. You will handle wireless and switching product troubleshooting, analyze network information, and reproduce customer environments in lab setups.

The role requires 5–7 years in technical support, strong Wi‑Fi and TCP/IP knowledge, and fluency in English and German.

Qualifikationen

• 5–7 years in technical support for wireless networking or security products.
• 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.
• Working knowledge of Windows, macOS, UNIX or Linux.
• Fluent English and German (written and spoken).
• Industry certificates (FCNSA, CCNA, CCNP, CWSP) are a plus.

Aufgaben

• Provide real-time technical support by phone or remote sessions.
• Deliver direct technical web and telephone support to Fortinet customers.
• Support and troubleshoot wireless and switching ranges of Fortinet products.
• Collect, analyze, and recommend changes to configuration information.
• Collect and analyze customer network information and packet traces.
• Recommend corrective actions based on analysis.
• Educate customers on networking concepts where gaps exist.
• Consult technical docs, bulletins, and release notes for known problems.
• Reproduce customer environments on lab equipment.
• Escalate and manage cases until closure.
• Maintain clear communication with customers through case lifecycle.

Kenntnisse

Troubleshooting

Customer communication

English proficiency

German proficiency

Networking knowledge

CCNA/CCNP CWSP awareness

Tools

Linux

Perl scripting

SQL

Python

UNIX

Windows

macOS

Jobbeschreibung

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 recommending changes to 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 case management until closure
• Managing customer communications and expectations until the closure of each case

Requirements

• 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)
• 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

Core Competencies

Demonstrates extensive experience in technical support for wireless networking and security products, with strong troubleshooting skills and a solid understanding of networking protocols and security measures. Proficient in managing customer communications and providing education to bridge knowledge gaps.