Escalation Engineer

3 weeks ago

Bengaluru, India Fortinet Full time

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Escalation Engineer to contribute to the success of our rapidly growing business.

You would act as an Escalation Engineer role 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 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.

As a Escalation Engineer you will:

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. 

We Are Looking For:

5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education  Strong understanding of Wi-Fi 802.11 networks and 4G LTE experience.  Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.  Experience with security products: firewalls, IPsec, IDS/IPS, and WIDS  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  Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)  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, Perl Scripting, SQL, Python 

About Our Team:

Join the TAC team, known for its collaborative ethos, working seamlessly with a variety of specialized groups to ensure a comprehensive and seamless technical support experience. By working with these diverse teams, they ensure a holistic approach to customer service, product quality, and technological innovation, leading to a robust support infrastructure and continuous improvement in technical support services and product offerings.. Our team culture emphasizes collaboration, continuous improvement, customer-centricity, innovation, and accountability. By embedding these values into our ethos and culture, we create a dynamic and supportive environment that drives excellence and innovation while maintaining a strong focus on our customers' needs and satisfaction.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

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