Fortinet is looking out for Senior Technical Support Engineer for SWAT team.

Job Responsibilities
Provide direct technical web and telephone support to Fortinet customers including:
* Support and troubleshooting on the wireless and switching range of Fortinet products
* Collection, analysis and change recommendations of configuration information
* Collection and analysis of customer network information
* Collection and initial analysis of packet trace information
* Recommend corrective actions based on analysis
* Provide customer education where needed due to gaps in networking, product knowledge etc...
* 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

Job Skills Required
* Experience in a technical support role in a networking/security company or equivalent education
* Strong understanding of WiFi 802.11 networks, 4G LTE experience.
* Strong understanding of TCP/IP, routing protocols, L2/L3 switches
* Experience with security products firewalls, IPSec, IDS/IPS, 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 skills both written and verbal.

Educational Requirements
Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

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