Fortinet

Technical Support Engineer - FortiAuthenticator

Posted 3 Days Ago

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Frankfurt am Main, Hessen, DEU

In-Office

Senior level

Security • Software • Cybersecurity

The Role

Provides technical break/fix and configuration support for Fortinet FortiGate and FortiAuthenticator products. Troubleshoots customer environments, analyzes system and configuration data, reproduces issues in labs, recommends solutions, educates customers, manages technical cases, coordinates escalations, and maintains customer communications through resolution. Requires extensive networking or security experience, strong TCP/IP and firewall knowledge, German and English fluency, and excellent troubleshooting and communication skills.

Summary Generated by Built In

Reporting to ETAC Manager based in Kelsterbach, Germany, you would act as the main contact point for our customers and partners for technical break/fix or configuration inquiries for FortiGate and FortiAuthenticator.

In this position, the Technical Support Engineer will:

Conduct basic troubleshooting on Fortinet products, mainly the FortiGate and FortiAuthenticator, 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.

6+ 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 language
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:

Understanding of Active Directory and configuration.
Knowledge of authentication protocols and methods (LDAP, RADIUS, Kerberos, NTLM).
Experience with VPNs (IPsec, SSL) and implementation.
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).

About UsFortinet makes possible a digital world that we can always trust through its mission to protect people, devices, and data everywhere. This is why the world’s largest enterprises, service providers, and government organizations choose Fortinet to securely accelerate their digital journey. The Fortinet Security Fabric platform delivers broad, integrated, and automated protections across the entire digital attack surface, securing critical devices, data, applications, and connections from the data center to the cloud to the home office. Ranking #1 in the most security appliances shipped worldwide, more than 615,000 customers trust Fortinet to protect their businesses. And the Fortinet NSE Training Institute, an initiative of Fortinet’s Training Advancement Agenda (TAA), provides one of the largest and broadest training programs in the industry to make cyber training and new career opportunities available to everyone.

Skills Required

6+ years of experience in networking or the security industry
In-depth knowledge of TCP/IP
Hands-on experience with firewalls, IPS, or mail security gateways
Proficiency in spoken and written English and German
Excellent troubleshooting and problem-solving skills
Strong written and verbal communication skills
Ability to work in a multicultural team environment
Understanding of Active Directory and configuration
Knowledge of LDAP, RADIUS, Kerberos, and NTLM authentication protocols
Experience implementing IPsec and SSL VPNs
Knowledge of database maintenance and SQL
Familiarity with web application security and vulnerabilities
Industry certification such as FCP, CCNA, CCNP, CCSP, or CISSP

Fortinet Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fortinet and has not been reviewed or approved by Fortinet.

Healthcare Strength — Healthcare offerings appear comprehensive, including medical, dental, vision, counseling, wellness programs, and HSA/FSA options. Some materials also highlight affordability and multiple plan choices.
Leave & Time Off Breadth — Time off is described as strong, with PTO and reports of flexible or even unlimited PTO depending on team or manager. These options contribute to a perception of good flexibility.
Parental & Family Support — Support includes maternity and paternity leave alongside childcare/parenting resources and adoption/surrogacy assistance. This indicates robust family-oriented benefits.