Technical Support Engineer

This is an office-based role in one of our offices in:

Kelsterbach, Germany / Prague, Czech Republic / Guadalajara, Spain

Who we are.

Fortinet is a global leader in the cyber security industry recognized for our innovative solutions and commitment to customer satisfaction. Our products are designed to help organizations of all sizes protect their networks and data from cyber threats. We have a global presence, with offices and partners in over 100 countries around the world and employ more than 12,000 people worldwide.

Why we need you.

We are currently seeking an experienced Technical Support Engineer to join our team supporting Fortinet’s flagship product – FortiGate. You will provide support to our customers and partners and provide a consistently excellent standard of customer assistance and service.

Through strong technical skills and product knowledge, the Support team works to resolve cases raised by effective troubleshooting, research, and testing or for more complex issues work directly with back-line and development teams.

What you will be doing.

• Work as part of a team to provide technical assistance to Fortinet-certified partners and customers for Fortinet Firewalls (FortiGate) and other devices. 
• Run real-time troubleshooting sessions with partners/customers.
• Test and reproduce partner/customer issues in the Laboratory.
• Recommend corrective actions based on gathered data and analysis.
• Run real-time phone or remote access sessions.
• Report software/hardware related issues to R&D department.
• Acquire knowledge by participating in round tables, training, and self-learning. 

To be successful in the role, you will have:

• Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience.
• 3 - 6 years’ experience in an IT or technical support role.
• Experience in the telecommunications/networking/security industry.
• Good knowledge of the OSI model.
• Strong understanding of networking protocols, specifically TCP/IP, routing and switching.
• Proficient spoken and written English.
• Positive, communicative, and customer-oriented attitude.
• Excellent time management, multi-tasking and organizational skills.
• Self-motivated to develop technically.
• Ability to cope and work under pressure.

What is not essential but nice to have:

• Industry certificates (NSE4, CCNA, Security+ etc.).
• Knowledge of dynamic routing protocols (OSPF, BGP).
• Knowledge of authentication protocols (LDAP, SSO, 2-factor authentication, etc.).
• Knowledge of cloud environments like AWS, google cloud, Azzure, etc. 
• Experience with security devices (Firewalls, IPSs, Mail Security Gateways, etc.).

What we offer:

• Career growth opportunities: Working for a reputable and fast-growing company like Fortinet can provide you with ample opportunities for professional development and growth. Fortinet is committed to the professional development of its employees. You'll have access to a wealth of knowledge and experience from colleagues, as well as training, certification and mentorship programs that will help you grow in your role and advance your career. 
• Competitive compensation and benefits: We offer competitive salaries, employee stock program, annual merit reviews, and benefits such as health insurance, multisport card and more.
• Work-life balance: Fortinet values its employees' work-life balance and provides a flexible working environment. You will receive 30 days paid time off with additional public holidays in the Czech Republic. 
• Great location: Prague is one of the most beautiful cities in Europe and a great place to live and work. The Fortinet office is conveniently located in the city center, close to public transportation and other amenities.
• Global exposure: Fortinet has a global presence, and working in its Prague office provides you with exposure to an international working environment. You will have the opportunity to work with colleagues from different regions and cultures, which can broaden your perspectives and enrich your professional experience.
• Impactful work: At Fortinet, you'll be working on cutting-edge cybersecurity solutions that help protect organizations from cyber threats. You'll be making a meaningful contribution to the safety and security of businesses worldwide.
• Exciting work culture: Fortinet has a dynamic and fast-paced work culture that encourages innovation, teamwork, and creativity. We are a high performing, driven, results oriented culture. The type of environment where you can get things done, explore your own innovation, creativity and feel proud about the difference you are able to achieve. We encourage ideas and provide patent incentives to do so. Also, through our own Innovator Awards Program, employees have an opportunity to get involved in the development of their own ideas and even share in the commercial success of newly developed products!

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