Technical Support Engineer 2- US Federal Team 6/6/2020
JOB DESCRIPTIONAPPLY FORTINET (NASDAQ: FTNT) SECURES THE LARGEST ENTERPRISE, SERVICE PROVIDER, AND GOVERNMENT ORGANIZATIONS AROUND THE WORLD. FORTINET EMPOWERS ITS CUSTOMERS WITH INTELLIGENT, SEAMLESS PROTECTION ACROSS THE EXPANDING ATTACK SURFACE AND THE POWER TO TAKE ON EVER-INCREASING PERFORMANCE REQUIREMENTS OF THE BORDERLESS NETWORK - TODAY AND INTO THE FUTURE. ONLY THE FORTINET SECURITY FABRIC ARCHITECTURE CAN DELIVER SECURITY FEATURES WITHOUT COMPROMISE TO ADDRESS THE MOST CRITICAL SECURITY CHALLENGES, WHETHER IN NETWORKED, APPLICATION, CLOUD OR MOBILE ENVIRONMENTS. FORTINET RANKS #1 IN THE MOST SECURITY APPLIANCES SHIPPED WORLDWIDE AND MORE THAN 400,000 CUSTOMERS TRUST FORTINET TO PROTECT THEIR BUSINESSES. LEARN MORE AT HTTPS://WWW.FORTINET.COM, THE FORTINET BLOG, OR FORTIGUARD LABS.
Fortinet is growing and we are expanding our technical support teams, we are looking for a passionate senior Technical Support Engineer to deliver technical support excellence to our US Federal Customers as well as other high profile customers within the Americas region.
We require candidates with the ability to identify and resolve problems promptly; to gather and analyze information and to skillfully develop alternative solutions for customers.
*Candidates must be a citizen of the United States.
Provide direct technical web and telephone support to Fortinet customers including:
Advanced troubleshooting on the full range of Fortinet products
Collection, analysis and change recommendations of configuration information
Collection and analysis of customer network information
Collection and initial analysis of packet trace information
Recommend corrective actions based on analysis
Provide customer education where needed due to gaps in networking, product knowledge, etc.
Consultation of technical documentation, bulletins and release notes for known problems
Reproduction of customer environments on lab equipment
Follow up on technical cases including proper escalation and management of the case until case closure.
Manage customer communications and expectations until the closure of each case
Job Skills Required:
4-6 years experience in a technical support role in a networking/security company or equivalent education
Strong understanding of TCP/IP, routing protocols, L2/L3 switches
Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
Strong troubleshooting and problem-solving skills
Extensive working knowledge of Windows, UNIX or Linux
Previous call center experience, preferably supporting data networking products and/or security products is desirable.
Strong English skills both written and verbal.
Previous experience/certification on Fortinet products is an advantage
Practical Hands-on knowledge of:
Unix / Gnu-Linux (administrative level)
Windows (administrative level)
Load Balancers (F5 Big IP)
Various Routers / Switches (Cisco CatOs, Cisco IOS, JunOS, PanOS, Riverbed, etc.)
Vulnerability scanners (nessus, FireSIGHT, Qualys, etc)
SQL (MSSql, MySql, postgresql, Oracle, etc.)
Cloud Applications (AWS, Box, Google Apps, Office 365, Okta, Salesforce, etc)
Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
EEOC / AAPAccommodation: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Fortinet, Inc at (408) 235-7700 of email@example.com for assistance.EEO: All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.