Fortinet

Technical Support Engineer - Web Security

Posted 8 Days Ago

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Praha, Hlavní město Praha, CZE

In-Office

Mid level

Security • Software • Cybersecurity

The Role

Provide technical support to customers and partners for Fortinet web security and networking products. Responsibilities include troubleshooting, real-time investigations, trace and data collection, issue reproduction, escalation, SLA management, and customer satisfaction. The role requires expertise in web application firewalls, load balancing, HTTP, DNS, SSL, PKI, Linux, network protocols, virtualization, scripting, and security technologies.

Summary Generated by Built In

Location: EMEA Support Center, Czech Republic - Prague

**Please note that this is not an IT/system administration position.

Key Responsibilities:

Providing direct technical support via the phone and ticketing system to our customers and partners through-out the EMEIA Region.
Running real-time troubleshooting sessions with partners/customers
Collecting data and traces for investigation, taking ownership of overall customer satisfaction, recognizing high priority situations and taking appropriate escalation action.
Analyzing, technical investigation and resolution of reported problems involving the following products: FortiWeb, FortiADC, FortiDDoS, FortiIsolator.
Engaging DevOps after initial triage for tickets related to cloud solutions products such as FortiAppSec Cloud, FortiDAST, FortiCASB.
Developing core competency on Fortinet product line and technologies
Managing multiple issues in parallel, taking responsibility for meeting SLAs
Reproducing issues, discovered in customer environments, on Fortinet lab equipment.

General Skills and Attributes Requirements:

Good understanding of Web Application Firewall and Load Balancing concepts, security and vulnerabilities
Basic working knowledge of PCRE
Working knowledge of HTTP, DNS, SSL and PKI
Working knowledge of OSI model and TCP/IP protocol
Administrative knowledge of Windows, Unix or Linux
Ability to understand network traffic traces decoded with Wireshark
Experience with VMware and/or other virtualization or cloud technologies
Strong troubleshooting and problem-solving skills
Ability to work with moderate supervision, ability to work under pressure
Positive, communicative and customer-oriented attitude
Previous call center experience, preferably supporting data networking products and/or security products is an advantage
Knowledge of authentication protocols and methods (LDAP, NTLM, Kerberos, SSO, Radius, 2-factor authentication) is an advantage

Additional Skills and Attributes Requirements:

Prior experience and knowledge of the FortiWeb and FortiADC products.
In-depth knowledge of HTTP, DNS, SSL and PKI
Familiarity with API development tools, along with JSON and XML data structures
Prior experience and knowledge of the FortiDDoS and/or FortiIsolator products is an advantage.
A solid working knowledge and understanding of the Linux operating system
LUA and Bash shell scripting language knowledge

Educational and Experience Requirements:

3 to 5 years of previous work experience depending on the job level
Proficient spoken and written English
Must have the right to work in The Czech Republic

About Fortinet:

Fortinet, a public company, is the only provider of ASIC-powered, network-based antivirus firewall systems for real-time network protection. Please visit our website at www.fortinet.com for more information. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. With offices in EMEA, we are an equal opportunity employer offering exciting work, competitive compensation and benefits. Fortinet is looking for the best and the brightest to join our highly motivated team.

#Ll-NC1

Skills Required

3 to 5 years of previous work experience, depending on job level
Proficient spoken and written English
Right to work in the Czech Republic
Understanding of Web Application Firewall and Load Balancing concepts, security, and vulnerabilities
Basic working knowledge of PCRE
Working knowledge of HTTP, DNS, SSL, and PKI
Working knowledge of the OSI model and TCP/IP protocols
Administrative knowledge of Windows, Unix, or Linux
Ability to analyze network traffic traces using Wireshark
Experience with VMware or other virtualization or cloud technologies
Strong troubleshooting and problem-solving skills
Prior experience and knowledge of FortiWeb and FortiADC
In-depth knowledge of HTTP, DNS, SSL, and PKI
Familiarity with API development tools, JSON, and XML
Prior experience and knowledge of FortiDDoS and/or FortiIsolator
Solid working knowledge of the Linux operating system
Lua and Bash shell scripting knowledge
Knowledge of authentication protocols including LDAP, NTLM, Kerberos, SSO, RADIUS, and two-factor authentication
Previous call center experience supporting data networking or security products

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.

Equity Value & Accessibility — Equity in the form of stock awards and RSUs is highlighted as a meaningful part of total compensation and one of the package’s strongest advantages. Recognition programs may include stock, further emphasizing equity’s role in rewards.
Strong & Reliable Incentives — Performance bonuses and incentives are presented as key components of total rewards, with some roles achieving strong total compensation through these elements. Incentive opportunities are described as a major strength when included in an offer.
Retirement Support — A 401(k) plan, often with matching contributions, and broader retirement and savings programs contribute to solid financial security. These elements are positioned as competitive features of the package.