Fortinet

Technical Support Engineer - FortiNAC

Posted 15 Days Ago

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Frankfurt am Main, Hessen, DEU

In-Office

Mid level

Security • Software • Cybersecurity

The Role

Provide technical break/fix and configuration support for Fortinet products (primarily FortiGate and FortiAuthenticator). Troubleshoot customer systems, reproduce issues in lab environments, recommend configuration improvements, manage case escalation and customer communications, and educate customers on networking and security best practices.

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.

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 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

3+ years of experience in networking or security industry
Experience supporting FortiGate and FortiAuthenticator (Fortinet products)
In-depth knowledge of TCP/IP
Hands-on experience with security devices (Firewalls, IPS, Mail Security Gateways)
Excellent troubleshooting and problem-solving skills
Strong written and verbal communication skills
Proficient spoken and written English and German
Ability to work in a multicultural team environment
Understanding of Active Directory
Knowledge of authentication protocols (LDAP, RADIUS, Kerberos, NTLM)
Experience with VPNs (IPsec, SSL)
Knowledge of database maintenance and SQL
Familiarity with web application security and vulnerabilities
Industry certifications (FCP, CCNA, CCNP, CCSP, 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.

Affordable Benefits — Medical coverage includes a no-premium HDHP option with HSA funding alongside PPO/HMO choices, reducing employee costs at enrollment. Eligibility starts on the date of hire and includes company-paid life and disability coverage.
Wellbeing & Lifestyle Benefits — Mental-health access through Modern Health and an EAP offers therapy, coaching, and counseling resources. Lifestyle extras such as legal assistance, commuter benefits, pet-insurance discounts, and subsidized meals and snacks enhance everyday support.
Strong & Reliable Incentives — Compensation packages include annual bonuses, sales commissions, and stock awards. Earnings potential can be strong in sales when quotas are realistic and attainment is high.