Advanced Support Engineer

• You would act as a Technical Support Engineer role (ASE) 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 Technical Support Engineer (ASE) you will:

• Provide technical support via phone and web-based systems for customers based in SAARC, ME, and EMEA-based regions.
• Thorough analysis and investigation of customers reported problems and provide turnkey solutions through debugging, packet captures, and traffic flow analysis, which may also involve reproducing customers sophisticated network setup in the lab environment.
• Report and follow up with engineering and development to address and resolve product issues.
• Own and manage technical cases and recommend corrective actions based on troubleshooting and analysis.
• Run real-time phone or remote access sessions with customers.
• Develop core competency on Fortinet's product line and technologies.

We Are Looking For:

• 5 to 8 years of relevant experience in networking or security
• Good knowledge of the OSI model and TCP/IP protocol
• Administrative knowledge of Windows, Unix or Linux
• Proficient spoken and written English
• Positive, communicative and customer-oriented attitude
• Having any of industry certificates (FCNSA, CCNA)
• Basic experience with security devices (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 database maintenance and SQL