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 and German 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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