Technical Support Engineer - Web Security

Job description

Location: EMEA Support Center, Czech Republic - Prague **Please note that this is not an IT/system administration position. Key Responsibilities: - Providing direct technical support via the phone and ticketing system to our customers and partners through-out the EMEIA Region. - Running real-time troubleshooting sessions with partners/customers - Collecting data and traces for investigation, taking ownership of overall customer satisfaction, recognizing high priority situations and taking appropriate escalation action. - Analyzing, technical investigation and resolution of reported problems involving the following products: FortiWeb, FortiADC, FortiDDoS, FortiIsolator. - Engaging DevOps after initial triage for tickets related to cloud solutions products such as FortiAppSec Cloud, FortiDAST, FortiCASB. - Developing core competency on Fortinet product line and technologies - Managing multiple issues in parallel, taking responsibility for meeting SLAs - Reproducing issues, discovered in customer environments, on Fortinet lab equipment. General Skills and Attributes Requirements: - Good understanding of Web Application Firewall and Load Balancing concepts, security and vulnerabilities...