We are seeking a highly skilled Senior Technical Support Engineer (ETAC Team) to deliver exceptional technical support and customer service. This is an exciting opportunity to work in a fast-paced environment, expand your expertise in network security, and build strong relationships with customers and internal stakeholders.

Key Responsibilities

Handle real-time phone and remote support sessions with customers.

Provide technical support via web and telephone for Fortinet customers.

Troubleshoot and support Fortinets security and switching product lines.

Collect, analyze, and recommend changes for customer configurations.

Analyze customer network information and packet traces for issue resolution.

Recommend corrective actions and provide proactive solutions.

Educate customers on networking and product-related knowledge gaps.

Review technical documentation, bulletins, and release notes to address known issues.

Replicate customer environments in lab setups for troubleshooting.

Manage technical cases through proper escalation, follow-up, and closure.

Ensure effective communication with customers throughout the case lifecycle.

Requirements

Experience & Technical Skills

57 years of experience in technical support, preferably in switching networking or network security.

Strong expertise in switching technologies: VLAN, Inter-VLAN Routing, VTP, EtherChannel, LACP, STP, RSTP, MSTP, DHCP, ARP, Multicast, SPAN, RSPAN, ERSPAN, MC-LAG.

Solid understanding of TCP/IP and routing protocols (OSPF, BGP) with L2/L3 switches.

Hands-on experience with security solutions (firewalls, IAM solutions such as ClearPass, Cisco ISE, etc.).

Proficiency in encryption and authentication standards: SSL, SSH, TLS 1.2/1.3, 802.1x (EAP-PEAP, EAP-TLS, EAP-TTLS), PKI.

Experience with security technologies: IPSec, IDS/IPS, WIDS.

Strong troubleshooting, analytical, and problem-solving abilities.

Working knowledge of Windows, macOS, UNIX, or Linux.

Prior call center / technical support experience is desirable.

Preferred Skills & Certifications

Industry certifications such as FCA, FCP Network Security, FCNSA, NSE 18, CCNA, CCNP, CWSP .

Basic experience with NAC, RADIUS, Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPS, Mail Security Gateways, and Wireless solutions.

Knowledge of authentication protocols and methods (LDAP, SSO, MFA).

Scripting and automation knowledge (Linux, Perl, SQL, Python).

Soft Skills

Strong English communication skills (written and verbal).

Positive, customer-oriented, and collaborative mindset.

Education

Bachelors or Masters degree in Computer Science, Software Engineering , or a related field.

Equivalent training and experience will also be considered.

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.

Sr Technical Support Engineer

Fortinet

Job Description

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