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Technical Support Engineer - job post

3.7 out of 5
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  • Plný úvazek



Úplný popis pracovní pozice:

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.


EMEA Support Center, Prague - Hybrid position

Job Description Summary:

Fortinet is growing and we are expanding our EMEA technical support teams in both our Prague Technical Assistance Centre, we are looking for strong technical support engineers/specialists at all levels. We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers.

All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

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

Key Responsibilities:

  • To provide direct technical support via the phone, chat and web based systems to our customers and partners though-out the EMEA Region.
  • Analysis and technical investigation of reported problems involving all Fortinet products
  • Provide technical solutions to address customer issues
  • Problem investigation through analysis of packet captures and debug traces
  • Reproduction of complex customer environments on lab equipment
  • Follow-up with R&D departments to resolve product issues
  • Manage technical cases, escalate, and control the right expectation until the closure of the cases
  • Creation of technical documentation and bulletins to improve internal and external knowledge base
  • Take initiatives and ownership of the problem to drive for results
  • Develop core competency on Fortinet’s product line and technologies

Skills and Attributes Requirements:

  • Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
  • Previous experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
  • Administrator level working knowledge of Windows
  • Linux or Unix skills an advantage
  • Strong troubleshooting and problem solving skills
  • Experience with VMware and/or other virtualization technologies
  • Experience with Active Directory Domain
  • Good understanding of Web application concepts, security and vulnerabilities
  • Database knowledge an advantage
  • Effective communication skills

Educational and Experience Requirements:

  • Five years or more of previous experience
  • Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
  • Advanced knowledge of English (written and spoken) other languages are an advantage

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