Technical Support Engineer - 2

Fortinet, Inc.; India; On-site; INR 700,000 - 1,200,000; Full time

Benefits offered by this job

Competitive Total Rewards package

Supportive work environment

Career development opportunities

Job summary

A leading cybersecurity company is seeking a Technical Support Engineer to provide exceptional customer service. The ideal candidate will have strong troubleshooting skills and a deep understanding of network technologies, specifically TCP/IP and various security protocols. With 6+ years of experience required, this role offers a rewarding opportunity to work in a collaborative team environment focused on customer satisfaction.

Qualifications

• Fortinet Certified Professional (FCP) or CCNA/CCNP certified.
• 6+ years of experience in the computer networking or security industry.
• Good understanding of data networking protocols.

Responsibilities

• Provide technical support via phone and web-based systems.
• Conduct thorough analysis and provide solutions.
• Develop core competency on Fortinet’s product line.

Skills

Strong troubleshooting and problem-solving skills

Understanding of TCP/IP

Hands-on experience in various network technologies

Exemplary oral and written communication

Education

Fortinet Certified Professional or CCNA/CCNP certified

6+ years in computer networking or security

Tools

Linux OS

Python

Virtualization technologies

Job description

Job Description

You would act in the Technical Support 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.

Responsibilities

• To provide technical support via phone and web-based systems for customers based in SAARC, ME, and EMEA-based regions.
• Thorough analysis and investigation of customers' reported problems and provide turnkey solutions through debugging, packet captures, and traffic flow analysis, which may also involve reproducing customers' sophisticated network setup in the lab environment.
• Report and follow up with engineering and development to address and resolve product issues.
• Own and manage technical cases and recommend corrective actions based on troubleshooting and analysis.
• Running real-time phone or remote access sessions with customers.
• Develop core competency on Fortinet’s product line and technologies.

Qualifications

• Fortinet Certified Professional (FCP) or CCNA/CCNP certified.
• Good understanding of data networking protocols, specifically TCP/IP, routing, and switching fundamentals.
• Strong troubleshooting and problem-solving skills in various OSI layer protocols.
• Hands-on experience in IPsec, SSL, SD-WAN, authentication, WAF, VoIP, hardware redundancy, and dynamic routing protocols.
• Working knowledge of Linux OS, virtualization technologies, and cloud computing.
• Experience in Python or any similar language will be an added advantage.
• Exemplary skills in oral and written communication include the ability to speak clearly and persuasively, listen carefully to ensure a full understanding of the situation, and respond well to questions when dealing with both positive and negative situations.
• 6+ years of experience in the computer networking or security industry.

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. Working with these diverse teams ensures 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.