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- Tasks: Provide top-notch technical support and resolve complex issues for Fortinet customers.
- Company: Join Fortinet, a leader in cybersecurity solutions, dedicated to protecting businesses worldwide.
- Benefits: Enjoy a full-time role with opportunities for mentorship and skill development.
- Why this job: Be part of a dynamic team, enhancing your tech skills while making a real impact.
- Qualifications: 5+ years in Technical Support; strong knowledge of networking, Linux, and scripting required.
- Other info: Ideal for tech enthusiasts eager to grow in a collaborative environment.
The predicted salary is between 43200 - 72000 £ per year.
As a Technical Support Engineer, you will be part of the top-notch technical support organization, working alongside our global exceptional team of professionals in Engineering, QA, Security, and Product Support to provide direct technical web and telephone support to Fortinet Customers. You will be working as an integral part of the Support team, being the main link between Support and Product Development and developing and maintaining tools to accelerate customer ticket handling. This will involve a wide range of skills, including mentoring Support engineers, reading source code, log files, dump files, network and endpoint traces to track down field-related product malfunctions, updating internal tools, and writing internal and external Knowledge Base articles.
Responsibilities
- Analyzing and resolving complex, challenging issues, including follow-up on technical cases and proper escalation and management of the case until closure.
- Coordinating with the development organization to prioritize required work for bug fixes or product improvements to ensure timely resolution for customers.
- Driving the quality of FortiMonitor, FortiRecon, and FortiNDR Cloud products forward, either independently or by coordinating activities across different departments.
- Building and maintaining tools that allow the Support organization to analyze data and diagnose problems quickly and efficiently.
- Reproducing customer environments on lab equipment.
- Sharing knowledge, ideas, and experience within the team.
- Mentoring newer and early career support engineers.
- Developing core competency in Fortinet product lines and technologies.
- Comprehending and explaining complex issues, including vulnerabilities and threat actor actions, to customers.
Requirements
- 5+ years of experience in Technical Support/Escalation engineer/IT-Ops role.
- 2+ years of indirect experience with security (patching, investigation, remediation).
- Ability to communicate clearly and confidently about technology and internet concepts and interact with technical customers via email, phone, and chat.
- Excellent analytical and problem-solving skills with a strong sense of customer commitment.
- High level of interpersonal skills.
- Extensive working knowledge of Linux and Docker.
- Extensive knowledge and experience with L2/L3 Switches, Firewalls, and APs.
- Extensive knowledge and experience with data networking protocols, routing, and switching.
- Extended knowledge of SNMP.
- Extended knowledge of web servers and application servers.
- Extended knowledge of Relational Databases and ability to write complex queries.
- 2+ years of experience with Windows server.
- Scripting experience with Python, Perl, PowerShell, Bash, or Ruby, with a tool-building mindset for developing the right scripts for client integration and automation.
- A team-oriented attitude and interest in working closely with other groups in the company.
- Strong organizational skills and the ability to properly prioritize operations, customer-impacting issues, and project tasks.
- NSE 4 or FCP preferred.
Contact Detail:
Fortinet, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer -Enhanced Technologies
✨Tip Number 1
Familiarise yourself with Fortinet products and technologies. Understanding the specific tools and solutions we use will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your technical skills, especially in Linux, Docker, and networking protocols. Being able to discuss your hands-on experience with these technologies will set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your problem-solving abilities. Think of specific examples where you've resolved complex technical issues, as this is a key part of the role and will highlight your analytical skills.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Technical Support Engineer -Enhanced Technologies
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially any roles involving security, networking, or troubleshooting. Use keywords from the job description to demonstrate your fit for the Technical Support Engineer position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer support. Mention specific experiences where you've resolved complex issues or mentored others, as these are key aspects of the role.
Showcase Technical Skills: In your application, emphasise your technical skills, particularly your knowledge of Linux, Docker, and networking protocols. Provide examples of how you've used these skills in previous roles to solve problems or improve processes.
Prepare for Technical Questions: Anticipate technical questions related to the tools and technologies mentioned in the job description. Be ready to discuss your experience with scripting languages and how you've applied them in real-world scenarios.
How to prepare for a job interview at Fortinet, Inc.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Linux, Docker, and networking protocols in detail. Highlight specific projects or challenges you've faced and how you resolved them, as this will demonstrate your technical expertise.
✨Communicate Clearly
Since the role involves interacting with customers, practice explaining complex technical concepts in simple terms. This will show that you can communicate effectively with both technical and non-technical audiences.
✨Demonstrate Problem-Solving Abilities
Prepare examples of challenging technical issues you've resolved in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical skills and customer commitment.
✨Emphasise Team Collaboration
This role requires working closely with various teams. Share experiences where you successfully collaborated with others, mentored colleagues, or contributed to team projects, highlighting your team-oriented attitude.