Technical Support Engineer - Wi-Fi & Switching
HybridFrankfurt am Main, Hesse, Germany
Job Summary
Conduct real-time phone and remote access sessions to provide direct technical support for Fortinet wireless and switching products. Perform troubleshooting by collecting and analyzing customer network data, packet traces, and configuration information to recommend corrective actions. Reproduce customer environments on lab equipment, consult technical documentation for known issues, and manage case escalations until closure. Deliver customer education on networking gaps and maintain clear communication regarding expectations throughout the support lifecycle. Requires 5-7 years of experience in wireless networking or security, strong Wi-Fi and TCP/IP knowledge, and fluency in English and German.
Required Qualifications
- 5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
- Strong understanding of Wi-Fi 802.11 networks and 4G LTE experience
- Strong understanding of TCP/IP, routing protocols, and L2/L3 switches
- Experience with security products: firewalls, IPsec, IDS/IPS, and WIDS
- Strong troubleshooting and problem-solving skills
- Extensive working knowledge of Windows, MACOs, UNIX or Linux
- Strong English and German skills both written and verbal
- Positive, communicative, and customer-oriented attitude
- Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)
- Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, 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 Linux, Perl Scripting, SQL, Python
Desired Qualifications
- Previous call center experience, preferably supporting data networking products and/or security products
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