Technical Support Engineer - FortiNAC
Fortinet · Frankfurt Am Main, Hesse, DE
Reporting to ETAC Manager based in Kelsterbach, Germany, you would act as the main contact point for our customers and partners for technical break/fix or co...
Job description
Reporting to ETAC Manager based in Kelsterbach, Germany, you would act as the main contact point for our customers and partners for technical break/fix or configuration inquiries for FortiGate and FortiAuthenticator. In this position, the Technical Support Engineer will: - Conduct basic troubleshooting on Fortinet products, mainly the FortiGate and FortiAuthenticator, ensuring prompt resolution of customer issues. - Gather, analyze, and provide recommendations for configuration information, helping customers optimize their systems. - Collect and analyze customer system information, identifying areas for improvement and suggesting corrective actions. - Offer customer education to bridge knowledge gaps in networking, product understanding, and related areas. - Consult technical documentation, bulletins, and release notes to address known issues and provide effective solutions. - Reproduce customer environments in lab settings, isolate and resolve problems, and propose innovative solutions. - Follow up on technical cases, ensuring proper escalation, case management, and timely resolution. - Manage customer communications and expectations throughout the case lifecycle, leading customer...