Technical Support Engineer - FortiManager/ FortiAnalyzer

• Document and manage reported technical issues
• Monitor and respond to customer inquiries accurately and with a sense of urgency
• Manage customer communication, assuring timely status updates and issue resolution
• Collaborate within the company, escalating issues and engaging others to solve difficult problems
• Work directly with customers/partners through phone, email and ticket management systems to resolve issues and fulfil requests
• Calm and patient attitude to listen to problems. Perform research and lab testing to drive a reported issue towards a resolution
• Take ownership of overall customer satisfaction, recognize high-priority situations and take appropriate escalation action.
• Manage multiple issues in parallel, taking responsibility for meeting SLAs

• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
• Administrative knowledge of Windows and Linux
• Experience with one or more of the following products (FortiManager, FortiAnalyzer, FortiGate) is desirable
• Fortinet NSE4 and/or NSE5 certifications or related industry certifications is an advantage
• Ability to understand network traffic traces decoded with Wireshark
• Experience with VMware or other virtualization or cloud technologies
• Good understanding of Web application concepts, security and vulnerabilities
• Previous experience with network management and log analysis tools would be an advantage
• Database knowledge is an advantage
• Python, Perl and Bash shell scripting language knowledge is an advantage

• 1 to 5 years of previous work experience depending on the job level, including customer support experience
• Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience.
• Suitable for different levels of experiences in networking and/or security industry.
• Advanced knowledge of English (written and spoken) - other languages are an advantage

Fortinet