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- Aufgaben: Provide top-notch technical support to Fortinet customers via web and phone.
- Arbeitgeber: Join a global team at Fortinet, a leader in cybersecurity solutions.
- Mitarbeitervorteile: Enjoy a collaborative work environment with opportunities for mentorship and skill development.
- Warum dieser Job: Be part of a dynamic team solving complex tech issues and driving product improvements.
- Gewünschte Qualifikationen: 5+ years in Technical Support; strong skills in Linux, networking, and scripting required.
- Andere Informationen: Participate in weekend support rotation and contribute to knowledge sharing within the team.
Das voraussichtliche Gehalt liegt zwischen 43200 - 72000 € pro Jahr.
Role Overview
As a Technical Support Engineer, you will be part of the top-notch technical support organization, working alongside our global exceptional team of professionals in Engineering, QA, Security, and Product Support to provide direct technical web and telephone support to Fortinet Customers.
You will be working as an integral part of the Support team, being the main link between Support and Product Development and developing and maintaining tools to accelerate customer ticket handling.
This will involve a wide range of skills, including mentoring Support engineers, reading source code, log files, dump files, network and endpoint traces to track down field-related product malfunctions, updating internal tools, and writing internal and external Knowledge Base articles.
Responsibilities
- Analyzing and resolving complex, challenging issues including follow-up on technical cases, ensuring proper escalation and management of the case until closure.
- Coordinating with the development organization on bugs or product improvements and prioritizing the required work to ensure timely resolution of customer issues.
- Driving the quality of FortiMonitor, FortiRecon, and FortiNDR Cloud products forward, either independently or by coordinating activities of different departments.
- Building and maintaining tools that allow the Support organization to analyze data and diagnose problems quickly and efficiently.
- Reproducing customer environments on lab equipment.
- Participating in weekend support rotation schedule.
- Sharing knowledge, ideas, and experience within the team.
- Mentoring newer and early-career support engineers.
- Developing core competency in the Fortinet product line and technologies.
- Comprehending and explaining complex issues, including vulnerabilities and threat actor actions, to customers.
Requirements
- 5+ years of experience in Technical Support/Escalation engineer/IT-Ops role.
- 2+ years of indirect experience with security (patching, investigation, remediation).
- Ability to communicate clearly and confidently about technology and internet concepts and interact with technical customers via email, phone, and chat.
- Excellent analytical and problem-solving skills with a strong sense of customer commitment.
- High level of interpersonal skills.
- Extensive working knowledge of Linux and Docker.
- Extensive knowledge and experience with L2/L3 Switches, Firewalls, and APs.
- Extensive knowledge and experience with data networking protocols, routing, and switching.
- Extended knowledge of SNMP.
- Extended knowledge of web servers and application servers.
- Extended knowledge of Relational Databases and ability to write complex queries.
- 2+ years of experience with Windows server.
- Scripting experience with Python, Perl, PowerShell, Bash, or Ruby and a tool-building mindset for developing the right scripts for client integration and automation.
- A team-oriented attitude and interest in working closely with other groups in the company.
- Strong organizational skills and the ability to prioritize operations, customer-impacting issues, and project tasks.
- NSE 4 or FCP preferred.
- Fluency in English is essential.
Educational Requirements
Bachelor’s degree or equivalent experience. Graduate degree preferred.
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Technical Support Engineer -Enhanced Technologies Arbeitgeber: Fortinet, Inc.
Kontaktperson:
Fortinet, Inc. HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Technical Support Engineer -Enhanced Technologies
✨Tip Number 1
Familiarize yourself with Fortinet's product line and technologies. Understanding the specifics of FortiMonitor, FortiRecon, and FortiNDR Cloud products will give you an edge during interviews and help you demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your analytical and problem-solving skills. Be prepared to discuss past experiences where you've successfully resolved complex technical issues, as this will showcase your ability to handle the challenges of the Technical Support Engineer position.
✨Tip Number 3
Network with current or former employees in similar roles. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 4
Demonstrate your scripting skills by preparing examples of scripts you've developed in Python, Perl, or Bash. Being able to discuss your tool-building mindset will highlight your proactive approach to improving support processes.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Technical Support Engineer -Enhanced Technologies
Tipps für deine Bewerbung 🫡
Understand the Role: Make sure to thoroughly read the job description and understand the key responsibilities and requirements. Tailor your application to highlight your relevant experience in technical support, especially in areas like Linux, networking, and scripting.
Highlight Relevant Experience: In your CV and cover letter, emphasize your 5+ years of experience in Technical Support or related roles. Provide specific examples of how you've resolved complex issues, mentored team members, or developed tools that improved efficiency.
Showcase Technical Skills: Clearly list your technical skills, such as knowledge of L2/L3 switches, firewalls, and scripting languages like Python or PowerShell. Mention any relevant certifications like NSE 4 or FCP to strengthen your application.
Craft a Strong Cover Letter: Write a compelling cover letter that not only summarizes your qualifications but also conveys your passion for technology and customer support. Use this opportunity to explain why you want to work with Fortinet and how you can contribute to their success.
Wie du dich auf ein Vorstellungsgespräch bei Fortinet, Inc. vorbereitest
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Linux, Docker, and networking protocols in detail. Highlight specific instances where you've resolved complex technical issues, as this will demonstrate your problem-solving abilities.
✨Communicate Clearly
Since the role involves interacting with technical customers, practice explaining complex concepts in a simple manner. This will show your ability to communicate effectively, which is crucial for a Technical Support Engineer.
✨Demonstrate Team Collaboration
Share examples of how you've worked with cross-functional teams in the past. Emphasize your mentoring experiences and how you’ve contributed to team knowledge sharing, as this aligns with the collaborative nature of the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your analytical skills and decision-making process. Prepare to walk through how you would handle specific technical challenges or customer scenarios, showcasing your thought process and technical expertise.
