Technical Support Engineer - Remote Opportunity

About the Role

We are looking for a Technical Support Engineer to join our team remotely. In this role, you will be the main contact point for our customers and partners for technical inquiries related to Fortinet firewalls. As a Technical Support Engineer remote, you will conduct troubleshooting, gather and analyze configuration information, and provide recommendations to optimize customer systems.

What You'll Do

• Act as the primary contact for technical break/fix or configuration inquiries for Fortinet products.
• Conduct basic troubleshooting on core Fortinet products, specifically Fortigate, ensuring prompt resolution of customer issues.
• Gather, analyze, and provide recommendations for configuration information to help customers optimize their systems.
• Collect and analyze customer system information, identifying areas for improvement and suggesting corrective actions.
• Provide customer education to bridge knowledge gaps in networking and product understanding.
• Consult technical documentation, bulletins, and release notes to address known issues and provide effective solutions.
• Reproduce customer environments in lab settings, isolate and resolve problems, and propose innovative solutions.
• Manage customer communications and expectations throughout the case lifecycle, leading customer management meetings for escalations.

Requirements

• 5+ years of experience in the networking or security industry.
• In-depth knowledge of TCP/IP and hands-on experience with security devices such as Firewalls, IPS, and Mail Security Gateways.
• Proficient spoken and written English; German is a plus.
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to work in a multicultural team environment.
• Familiarity with dynamic routing protocols (OSPF, BGP) and VPNs (IPSec, SSL, L2TP, GRE) is desirable.
• Knowledge of database maintenance and SQL, as well as web application security and vulnerabilities.

Nice to Have

• Industry certifications such as FCP, CCNA, CCNP, CCSP, or CISSP.

What We Offer

• A competitive Total Rewards package to support your health and financial well-being.
• Flexible work arrangements and a supportive work environment.
• Opportunities for professional growth and development.
• A chance to make a meaningful impact on our 660,000+ customers worldwide.

If you are passionate about providing excellent technical support and want to join a company that is a leader in cybersecurity, we encourage you to apply for the Technical Support Engineer remote position at Fortinet.