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Sr Technical Support Engineer

Sr Technical Support Engineer

Fortinetbangalore, India
12 hours ago
Job description

We are seeking a highly skilled Senior Technical Support Engineer (ETAC Team) to deliver exceptional technical support and customer service. This is an exciting opportunity to work in a fast-paced environment, expand your expertise in network security, and build strong relationships with customers and internal stakeholders.

Key Responsibilities

  • Handle real-time phone and remote support sessions with customers.
  • Provide technical support via web and telephone for Fortinet customers.
  • Troubleshoot and support Fortinet’s security and switching product lines.
  • Collect, analyze, and recommend changes for customer configurations.
  • Analyze customer network information and packet traces for issue resolution.
  • Recommend corrective actions and provide proactive solutions.
  • Educate customers on networking and product-related knowledge gaps.
  • Review technical documentation, bulletins, and release notes to address known issues.
  • Replicate customer environments in lab setups for troubleshooting.
  • Manage technical cases through proper escalation, follow-up, and closure.
  • Ensure effective communication with customers throughout the case lifecycle.

Requirements

Experience & Technical Skills

  • 5–7 years of experience in technical support, preferably in switching networking or network security.
  • Strong expertise in switching technologies : VLAN, Inter-VLAN Routing, VTP, EtherChannel, LACP, STP, RSTP, MSTP, DHCP, ARP, Multicast, SPAN, RSPAN, ERSPAN, MC-LAG.
  • Solid understanding of TCP / IP and routing protocols (OSPF, BGP) with L2 / L3 switches.
  • Hands-on experience with security solutions (firewalls, IAM solutions such as ClearPass, Cisco ISE, etc.).
  • Proficiency in encryption and authentication standards : SSL, SSH, TLS 1.2 / 1.3, 802.1x (EAP-PEAP, EAP-TLS, EAP-TTLS), PKI.
  • Experience with security technologies : IPSec, IDS / IPS, WIDS.
  • Strong troubleshooting, analytical, and problem-solving abilities.
  • Working knowledge of Windows, macOS, UNIX, or Linux.
  • Prior call center / technical support experience is desirable.

    • Preferred Skills & Certifications

  • Industry certifications such as FCA, FCP Network Security, FCNSA, NSE 1–8, CCNA, CCNP, CWSP .
  • Basic experience with NAC, RADIUS, Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPS, Mail Security Gateways, and Wireless solutions.
  • Knowledge of authentication protocols and methods (LDAP, SSO, MFA).
  • Scripting and automation knowledge (Linux, Perl, SQL, Python).

    • Soft Skills

  • Strong English communication skills (written and verbal).
  • Positive, customer-oriented, and collaborative mindset.

    • Education

  • Bachelor’s or Master’s degree in Computer Science, Software Engineering , or a related field.
  • Equivalent training and experience will also be considered.

    • 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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