Overview
On Site
Full Time
Skills
Fortinet
Technical Writing
Release Notes
Laboratory Equipment
Management
Customer Communications
Customer Relationship Management (CRM)
Technical Support
System Administration
Network Security
Operating Systems
Microsoft Windows
OS X
Linux
Routing
Data Link Layer
Network Layer
Switches
Border Gateway Protocol
Authentication
LDAP
SAML
RADIUS
OAuth
Firewall
IDS
IPS
Virtual Private Network
Conflict Resolution
Problem Solving
Call Center
Computer Networking
Communication
Computer Science
Software Engineering
Training
Job Details
Job Description
As a Technical Support Engineer, you will:
We Are Looking For:
Educational Requirement:
As a Technical Support Engineer, you will:
- Troubleshoot Fortinet's Secure Access Service Edge product, FortiSASE.
- Collection, analysis and change recommendations of configuration information
- Collection and analysis of customer system information
- Recommend corrective actions based on analysis
- Provide Customer education where needed due to gaps in networking, product knowledge etc.
- Consultation of technical documentation, bulletins and release notes for known problems
- Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions
- Follow up on technical cases including proper escalation and management of the case until case closure
- Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
We Are Looking For:
- Candidate with 3+ years of experience in a technical support or system administration role in a networking/security company or equivalent education
- Deep working knowledge of operating systems -- Windows, OSX, Linux
- Deep understanding of TCP/IP, routing protocols, L2/L3 switches
- Strong understanding of BGP, Hub-and-Spoke technology, SDWAN
- Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
- Experience with security products -firewalls, IDS/IPS, VPN, virus scanning
- Strong troubleshooting and problem-solving skills
- Previous call center experience, preferably supporting data networking products and/or security products is desirable
- Strong communication skills, both written and verbal
Educational Requirement:
- Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
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