Technical Support Engineer - 2

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support Engineer to contribute to the success of our rapidly growing business.

You would act as a Technical Support Engineer role to provide exceptional customer service for our loyal customers. The ideal candidate is energetic and passionate about working for Fortinet and supporting our customers while developing good and respected relationships with internal and external customers. This is a great opportunity to excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

As a Technical Support Engineer, you will:

• Provide technical support via phone and web-based systems for customers based in SAARC, ME, and EMEA-based regions.
• Conduct thorough analysis and investigation of customers reported problems and provide turnkey solutions through debugging, packet captures, and traffic flow analysis, which may also involve reproducing customers sophisticated network setup in the lab environment.
• Report and follow up with engineering and development to address and resolve product issues.
• Own and manage technical cases and recommend corrective actions based on troubleshooting and analysis.
• Run real-time phone or remote access sessions with customers.
• Develop core competency on Fortinet's product line and technologies.

We Are Looking For:

• Network Security Expert (NSE7) or CCNA/CCNP certified.
• Good understanding of data networking protocols, specifically TCP/IP, routing, and switching fundamentals.
• Strong troubleshooting and problem-solving skills in various OSI layer protocols.
• Hands-on experience in IPsec, SSL, SD-WAN, authentication, WAF, VoIP, hardware redundancy, and dynamic routing protocols.
• Working knowledge of Linux OS, virtualization technologies, and cloud computing.
• Experience in Python or any similar language will be an added advantage.
• Exemplary skills in oral and written communication including the ability to speak clearly and persuasively, listen carefully to ensure a full understanding of the situation, and respond well to questions when dealing with both positive and negative situations.
• 4 or more years of experience in the computer networking or security industry.