Technical Support Engineer - Web Security
Technical Support Engineer - Web Security
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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 more information. If youre 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.
Job Title:
Technical Support Engineer
Reports to:
Technical Support Manager
Location:
EMEA Support Center Czech Republic - Prague
Job Description Summary:
Fortinet is growing and we are expanding our EMEA technical support team we are looking for strong technical support engineers at all 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:
- 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 conceptssecurity 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 for Senior Role:
- 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:
- 1 to 5 years of previous work experience depending on the job level
- Proficient spoken and written English other languages are an advantage
#Ll-Hybrid
Employment Type
Full-Time
