Senior Technical Support Engineer

4 weeks ago

Bengaluru, Karnataka, India Fortinet Full time

Fortinet is currently looking for Senior Technical Support Engineer to join our Bangalore Office to provide exceptional customer service for our loyal customers. The ideal candidate is energetic and passionate about working for Fortinet and supporting our customers, while developing good and respected relationships with both internal and external customers. This is a great opportunity to excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Job Description

Fortinet is looking out for Senior Technical Support Engineer for ETAC team for Bangalore Location.

Job Skills Required

  • 5 to 7+ years of experience in a Technical Support role in a Switching networking company or equivalent education
  • Strong understanding of switching technology of VLAN, InterVlan Routing, VTP, EtherChannel, DHCP, ARP, BGP, OSPF, Multicast, Aggregation- LACP.
  • Strong understanding of TCP/IP, routing protocols, L2/L3 switches, STP, RSTP, MSTP
  • Experience with security products firewalls SSL, 802.1x, VOIP, PEAP, EAP, TLS Certification, strong understanding of TCP, MTU, MSS
  • Strong troubleshooting and problem-solving skills.
  • Extensive working knowledge of Windows, MACOs, 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.
  • Positive, communicative, and customer-oriented attitude

Position overview and Job Responsibilities:

  • Running real-time phone or remote access sessions with customers
  • Provide direct technical web and telephone support to Fortinet customers.
  • Support and troubleshooting on the wireless and switching 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.

Desired:

  • Having any of industry certificates (FCA-FCP, CCNP, JNCIA, JNCIS or equivalent)
  • Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security Gateways, etc.)
  • Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
  • Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication etc.)
  • Knowledge of Linux, VmWare, Perl Scripting, SQL, Python would be plus point

Education:

Bachelors/master's degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.

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