Technical Support Engineer

Overview

German language required. This role requires to be in the office 4 days/week.

Reporting to TAC Manager based in Frankfurt, Germany, you would act as the main contact point for our customers and partners for technical break/fix or configuration inquiries for Fortinet firewalls.

What You Will Do

In this position, the Technical Support Engineer will:

• Conduct basic troubleshooting on the core Fortinet products, specifically Fortigate, ensuring prompt resolution of customer issues.
• Gather, analyze, and provide recommendations for configuration information, helping customers optimize their systems.
• Collect and analyze customer system information, identifying areas for improvement and suggesting corrective actions.
• Offer customer education to bridge knowledge gaps in networking, product understanding, and related areas.
• Consult technical documentation, bulletins, and release notes to address known issues and provide effective solutions.
• Reproduce customer environments in lab settings, isolate and resolve problems, and propose innovative solutions.
• Follow up on technical cases, ensuring proper escalation, case management, and timely resolution.
• Manage customer communications and expectations throughout the case lifecycle, leading customer management meetings for escalations.

Who We Are Looking For

We are seeking insightful, inclusive connectors to join our team. You foster collaborative partnerships by the ways in which you seek to understand others, work together, and diagnose complex organizational variables, issues, and opportunities. You have an ongoing sense of drive, informed urgency, and you are attentive to detail. You enjoy implementing holistic solutions that meet and scale with the strategic needs of the organization.

• 3+ years of experience in networking or security industry.
• In-depth knowledge of TCP/IP.
• Hands on experience with security devices Firewalls/IPS/Mail Security Gateways.
• Proficient spoken and written English and German.
• Excellent troubleshooting and problem-solving skills, enabling effective issue resolution.
• Strong written and verbal communication skills, facilitating clear and effective customer interactions.
• Ability to work in multicultural team environment.

Desirable:

• Familiar with dynamic routing protocols and its implementation (OSPF, BGP).
• Experience with VPNs (IPSec, SSL, L2TP, GRE).
• Knowledge of database maintenance and SQL.
• Familiar with Web application security and vulnerabilities (experience with exploits is plus).
• Having any of industry certificates (FCP, CCNA, CCNP, CCSP, CISSP).

We encourage candidates from all backgrounds and identities to apply. We offer a competitive Total Rewards package to support you in managing your overall health and financial well-being, flexible work arrangements, and a supportive work environment. If you aspire to experience a challenging, enjoyable, and rewarding career journey, we invite you to consider joining us and bringing solutions that make meaningful and lasting impact to our 660,000+ customers around the globe.