Summary
Fortinet is hiring a Technical Support Engineer for its Riyadh office, with a hybrid work arrangement indicated. The role supports customers across SAARC, the Middle East and EMEA through phone and web-based channels, investigates technical cases, and recommends corrective actions. Duties include troubleshooting network security products, analyzing packet captures and traffic flows, reproducing issues in a lab, and coordinating with engineering and development teams. Applicants should have at least 6 years of networking or security industry experience, a relevant bachelor’s or master’s degree or equivalent experience, and strong networking and troubleshooting knowledge; NSE 4 or an equivalent certification is preferred.
The posting
As published on fortinet.com. Pulled from the employer's site and shown as they wrote it.
Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support engineer to contribute to the success of our rapidly growing business.
You would act as the “Technical Support Engineer” role to join our Riyadh office to provide exceptional customer service for our loyal customers. The ideal candidate is energetic and passionate about working for Fortinet and supporting our customers while developing good and respected relationships with internal and external customers. This is a great opportunity to excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.
As a Technical Support Engineer, you will:
• Provide technical support via phone and web-based systems for customers based in SAARC, ME, and EMEA-based regions.
• Thorough analysis and investigation of customers' reported problems and provide turnkey solutions through debugging, packet captures, and traffic flow analysis, which may also involve reproducing customers' sophisticated network setup in the lab environment.
• Report and follow up with engineering and development to address and resolve product issues.
• Own and manage technical cases and recommend corrective actions based on troubleshooting and analysis.
• Running real-time phone or remote access sessions with customers.
• Develop core competency in Fortinet’s product line and technologies.
We Are Looking For:
• Good knowledge on Firewall and network security
• Good understanding of data networking protocols, specifically TCP/IP, routing, and switching fundamentals.
• Strong troubleshooting and problem-solving skills in various OSI layer protocols.
• Hands-on experience in IPsec, SSL, SD-WAN, authentication, WAF, VoIP, hardware redundancy, and dynamic routing protocols.
• Working knowledge of Linux OS, virtualization technologies, and cloud computing.
• Experience in Python or any similar language will be an added advantage.
• Exemplary skills in oral and written communication include the ability to speak clearly and persuasively, listen carefully to ensure a full understanding of the situation, and respond well to questions when dealing with both positive and negative situations.
Educational and Experience Requirements:
• 6 or more years of experience in the computer networking or security industry.
• Bachelor/Master's degree in Electronics/Computer Science/Software Engineering or an equivalent combination of training and experience.
• NSE 4 or equivalent certification – nice to have
We encourage candidates from all backgrounds and identities to apply. We offer a competitive Total Rewards package to support you in managing your overall health and financial well-being, flexible work arrangements, and a supportive work environment. If you aspire to experience a challenging, enjoyable, and rewarding career journey, we invite you to consider joining us and bringing solutions that make meaningful and lasting impact to our 660,000+ customers around the globe.
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