ETAC Technical Support Engineer

About Fortinet:

Fortinet, a public company, is the only provider of ASIC-powered, network-based antivirus firewall systems for real-time network protection. Please visit our website at for more information. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. With offices in EMEA, we are an equal opportunity employer offering exciting work, competitive compensation and benefits. Fortinet is looking for the best and the brightest to join our highly motivated team.

Job Title: Technical Support Engineer - Level 1/2

Location: EMEA Support Center Prague

Job Description Summary:

Fortinet is growing and we are expanding our EMEA technical support teams in Prague Technical Assistance Centre, we are looking for strong technical support engineers at all levels. We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers.

All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

Key Responsibilities:

To provide direct technical support via the phone and ticketing system to our customers and partners through-out the EMEA Region.
Running real-time troubleshooting sessions with partners/customers
Collect data and traces for investigation or to escalate issue to the next level
Analysis and technical investigation of reported problems involving all Fortinet products, with a focus on our different products
Provide technical solutions to address customer issues
Problem investigation through analysis of packet captures and debug traces
Reproduction of (complex) customer environments on lab equipment to duplicate and resolve problems
Reporting software or hardware related issues to R&D department and following up with them to resolve the product issues.
Manage technical cases, escalate, and control the right expectation until the closure of the cases
Assist less experienced team members and cooperate in internal team meetings and chat groups to share knowledge.
Creation of technical documentation and bulletins to improve internal and external knowledge base
Take initiatives and ownership of the problem to drive for results
Analysis, technical investigation and resolution of reported problems involving the following products, e.g.: FortiWeb, FortiADC, FortiDDoS, FortiWan, FortiDB, FortiConverter or FortiAnalyzer, FortiManager
Develop core competency on Fortinet product line and technologies

Skills and Attributes Requirements:

Effective and clear communication skills
(Strong) understanding of data networking protocols, specifically TCP/IP, routing and switching
Understanding of Web Application Firewall and Load Balancing concepts
Good knowledge of OSI model and TCP/IP protocol
Good knowledge of HTTP and DNS protocol
Knowledge of regular expressions
Basic knowledge about security technologies such as SSL and PKI
Administrative knowledge of Windows, Unix or Linux
Previous experience with network management and log analysis tools is required, along with Fortinet FortiGate firewalls.
Ability to understand network traffic traces decoded with Wireshark
Experience with VMware and/or other virtualization technologies
Python, Perl and Bash shell scripting language knowledge is an advantage
JSON and XML data structure knowledge is an advantage
Javascript knowledge is an advantage
Familiarity with API development tools
Advanced understanding of Web application concepts, security and vulnerabilities
SQlite, Postgress and MySQL database knowledge is an andvantage
Strong troubleshooting and problem solving skills
Previous experience on Fortinet products
Fortinet NSE5 certification is an advantage
Ability to work with moderate supervision
Ability to work under pressure
Positive, communicative and customer oriented attitude
Quick learner

Educational and Experience Requirements:

Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
Suitable for different levels of experiences in networking and/or security industry.
Advanced knowledge of English (written and spoken) and other languages are an advantage.


Stable multicultural working environment of fast growing world-wide company
Career development opportunities
Great opportunity to develop technical skills and knowledge
Trainings and Fortinet certifications
Competitive salary
Employee stock program

Informace o pozici

Fortinet, organizační složka
Bucharova 2641/14, Praha – Stodůlky
Required education: Bachelor's
Required languages: English (Proficient)
Benefits: Bonuses, Notebook, Educational courses, training, Cafeteria, Corporate events, More than 5 weeks of vacation
Listed in: IS/IT: System and HW administration, Technology and development, Customer service, Help Desk Technician
Employment form
Employment form: Full-time work
Contract duration
Contract duration: Permanent
Employment contract
Employment contract: employment contract
Employer type: Employer

Fortinet, organizační složka, Henrike Beckel