Technical Support Engineer - FortiNAC

Reporting to ETAC Manager based in Kelsterbach, Germany, you would act as the main contact point for our customers and partners for technical break/fix or configuration inquiries for FortiGate and FortiAuthenticator.

Responsibilities

• Conduct basic troubleshooting on Fortinet products, mainly the FortiGate and FortiAuthenticator, ensuring prompt resolution of customer issues.
• Gather, analyze, and provide recommendations for configuration information, helping customers optimize their systems.
• Collect and analyze customer system information, identifying areas for improvement and suggesting corrective actions.
• Offer customer education to bridge knowledge gaps in networking, product understanding, and related areas.
• 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.
• Follow up on technical cases, ensuring proper escalation, case management, and timely resolution.
• Manage customer communications and expectations throughout the case lifecycle, leading customer management meetings for escalations.

Qualifications

• 6+ years of experience in networking or security industry.
• In-depth knowledge of TCP/IP.
• Hands on experience with security devices Firewalls/IPS/Mail Security Gateways.
• Proficient spoken and written English and German language.
• Excellent troubleshooting and problem-solving skills, enabling effective issue resolution.
• Strong written and verbal communication skills, facilitating clear and effective customer interactions.
• Ability to work in multicultural team environment.

Desired Skills

• Understanding of Active Directory and configuration.
• Knowledge of authentication protocols and methods (LDAP, RADIUS, Kerberos, NTLM).
• Experience with VPNs (IPsec, SSL) and implementation.
• Knowledge of database maintenance and SQL.
• Familiar with Web application security and vulnerabilities (experience with exploits is plus).
• Having any of industry certificates (FCP, CCNA, CCNP, CCSP, CISSP).