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.