Key Responsibilities:

To provide direct technical support via the phone, chat and web based systems to our customers and partners though-out the EMEA Region. Analysis and technical investigation of reported problems involving all Fortinet products Provide technical solutions to address customer issues Problem investigation through analysis of packet captures and debug traces Reproduction of complex customer environments on lab equipment Follow-up with R&D departments to resolve product issues Manage technical cases, escalate, and control the right expectation until the closure of the cases Creation of technical documentation and bulletins to improve internal and external knowledge base Take initiatives and ownership of the problem to drive for results Develop core competency on Fortinet’s product line and technologies

 

Skills and Attributes Requirements:

 

Proficient understanding of data networking protocols, particularly TCP/IP, routing, and switching. Deep knowledge of endpoint security technologies, including antivirus, firewalls, and threat intelligence. Ability to effectively troubleshoot Windows, macOS, and Linux operating systems. Hands-on experience with VMware and/or other virtualization technologies. Familiarity with Active Directory Domain. Sound understanding of web application concepts, security, and vulnerabilities. Knowledge of databases is advantageous. Strong communication skills, capable of articulating technical concepts clearly to both technical and non-technical audiences. Exceptional problem-solving abilities and the capacity to work autonomously or collaboratively within a team.

 

Educational and Experience Requirements:

 

Five years or more of previous experience Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience  Advanced knowledge of English (written and spoken) other languages are an advantage