Technical Support Engineer - Fortigate at Fortinet

📍 Job Overview

Job Title: Technical Support Engineer - Fortigate
Company: Fortinet
Location: Prague, Praha, Czechia
Job Type: Full time (Hybrid)
Category: Technical Support Engineer
Date Posted: 2025-06-18
Experience Level: 2-5 years
Remote Status: On-site/Hybrid

🚀 Role Summary

📝 Enhancement Note: This role involves providing technical assistance to Fortinet-certified partners and customers for Fortinet Firewalls (FortiGate) and other devices, requiring strong technical skills and product knowledge.
Fortinet is a global leader in cybersecurity, and this role plays a crucial part in maintaining their high standard of customer assistance and service.
Technical Support Engineers work collaboratively with back-line and development teams to resolve complex issues, ensuring customer satisfaction and product reliability.
This role offers an opportunity to gain experience with Fortinet's flagship product, FortiGate, and contribute to its continuous improvement.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities involve real-time troubleshooting sessions, issue reproduction in the laboratory, recommending corrective actions, and reporting software/hardware-related issues to the R&D department.
Work as part of a team to provide technical assistance to Fortinet-certified partners and customers for Fortinet Firewalls (FortiGate) and other devices.
Run real-time troubleshooting sessions with partners/customers.
Test and reproduce partner/customer issues in the Laboratory.
Recommend corrective actions based on gathered data and analysis.
Run real-time phone or remote access sessions.
Report software/hardware-related issues to the R&D department.
Acquire knowledge by participating in round tables, training, and self-learning.

🎓 Skills & Qualifications

Education:

Bachelor’s degree in computer science, Software Engineering, or a related field, or an equivalent combination of training and experience.

Experience:

3 - 6 years’ experience in an IT or technical support role.

Required Skills:

Good knowledge of the OSI model.
Strong understanding of networking protocols, specifically TCP/IP, routing, and switching.
Proficient spoken and written English.
Positive, communicative, and customer-oriented attitude.
Excellent time management, multi-tasking, and organizational skills.
Self-motivated to develop technically.
Ability to cope and work under pressure.

Preferred Skills:

Industry certificates (NSE4, CCNA, Security+, etc.).
Knowledge of dynamic routing protocols (OSPF, BGP).
Knowledge of authentication protocols (LDAP, SSO, 2-factor authentication, etc.).
Knowledge of cloud environments like AWS, Google Cloud, Azure, etc.
Experience with security devices (Firewalls, IPSs, Mail Security Gateways, etc.).

📝 Enhancement Note: While not essential, having industry certificates, knowledge of dynamic routing protocols, and experience with security devices would be beneficial for this role.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical support rather than web development, a portfolio is not explicitly required. However, demonstrating problem-solving skills and technical expertise through relevant projects or case studies can be beneficial.
Portfolio Essentials: N/A
Technical Documentation: N/A

💵 Compensation & Benefits

Salary Range:

📝 Enhancement Note: The salary range for this role in Prague, Czechia, is estimated to be between 50,000 - 70,000 CZK (approx. 2,000 - 2,800 EUR) per month, based on market research and regional adjustments for technical support roles.

Benefits:

Health Insurance
Multisport Card
Employee Stock Program

Working Hours:

Full-time (40 hours/week) with flexible working hours and a hybrid work arrangement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fortinet operates in the cybersecurity industry, focusing on network security and protecting organizations from cyber threats.
Company Size: Fortinet is a global company with over 12,000 employees worldwide, providing a large team structure and opportunities for growth.
Founded: Fortinet was founded in 2000, with a rich history in the cybersecurity industry.

Team Structure:

The Technical Support team works collaboratively with back-line and development teams to resolve complex issues.
The team consists of experienced professionals with strong technical skills and product knowledge.
The team size and specialization areas may vary, but they are organized to provide efficient and effective customer support.

Development Methodology:

Fortinet follows Agile methodologies for product development, ensuring continuous improvement and customer satisfaction.
The development process involves regular code reviews, testing, and quality assurance practices to maintain high product standards.
Deployment strategies, CI/CD pipelines, and server management are crucial aspects of Fortinet's development process.

Company Website: www.fortinet.com

📝 Enhancement Note: Fortinet's company culture emphasizes strong technical skills, collaboration, and customer focus, with a commitment to providing excellent customer assistance and service.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an intermediate-level technical support position, focusing on providing technical assistance to customers and partners using Fortinet's products.

Reporting Structure: The Technical Support Engineer reports directly to the Technical Support Manager and works collaboratively with back-line and development teams.

Technical Impact: The Technical Support Engineer plays a crucial role in maintaining Fortinet's high standard of customer assistance and service, ensuring customer satisfaction and product reliability.

Growth Opportunities:

Growth opportunity 1: Fortinet offers career growth opportunities, including promotions to Senior Technical Support Engineer or other roles within the organization.
Growth opportunity 2: Fortinet provides training, certification, and mentorship programs to help employees develop their skills and advance their careers.
Growth opportunity 3: Fortinet's global presence offers opportunities for international exposure and career progression.

📝 Enhancement Note: Fortinet's commitment to employee development and growth provides numerous opportunities for Technical Support Engineers to advance their careers within the organization.

🌐 Work Environment

Office Type: Fortinet's Prague office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): The Fortinet office is conveniently located in the city center of Prague, close to public transportation and other amenities.

Workspace Context:

The workspace is equipped with state-of-the-art technology, including multiple monitors and testing devices, to facilitate efficient troubleshooting and issue resolution.
The workspace encourages cross-functional collaboration between technical support, development, and other teams.
The work schedule is flexible, allowing for deployment windows, maintenance, and project deadlines.

Work Schedule: Fortinet offers a hybrid work arrangement, with employees spending some days working on-site and others working remotely. The exact work schedule may vary depending on the team's needs and individual arrangements.

📝 Enhancement Note: Fortinet's work environment is designed to support collaboration, innovation, and customer focus, with a commitment to providing a flexible and supportive work environment for employees.

📄 Application & Technical Interview Process

Interview Process:

Process step 1: The interview process begins with a phone or video screening to assess communication skills and technical proficiency.
Process step 2: The next step involves a technical assessment, focusing on networking protocols, troubleshooting, and issue resolution.
Process step 3: A face-to-face or virtual interview with the hiring manager and team members assesses cultural fit, problem-solving skills, and customer focus.
Process step 4: The final evaluation involves a discussion of technical impact, career aspirations, and fit within the team and organization.

Portfolio Review Tips: N/A

Technical Challenge Preparation:

Challenge preparation 1: Familiarize yourself with Fortinet's products, focusing on FortiGate firewalls and other relevant devices.
Challenge preparation 2: Brush up on your networking protocols knowledge, specifically TCP/IP, routing, and switching.
Challenge preparation 3: Prepare for troubleshooting scenarios and be ready to demonstrate your problem-solving skills and customer focus.

ATS Keywords: (See the list below)

📝 Enhancement Note: The interview process for this role focuses on assessing technical proficiency, problem-solving skills, and customer focus, with a strong emphasis on Fortinet's products and networking protocols.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: N/A

Backend & Server Technologies:

FortiGate firewalls
Other Fortinet devices (e.g., FortiManager, FortiAnalyzer)
Networking protocols (TCP/IP, routing, switching)

Development & DevOps Tools:

Troubleshooting tools (e.g., Wireshark, ping, traceroute)
Collaboration tools (e.g., Slack, Microsoft Teams)
Remote access tools (e.g., VPN, SSH)

📝 Enhancement Note: As this role focuses on technical support rather than web development, the technology stack is primarily centered around Fortinet's products and networking protocols.

👥 Team Culture & Values

Web Development Values:

Web development value 1: Fortinet values strong technical skills and product knowledge, ensuring excellent customer assistance and service.
Web development value 2: Fortinet emphasizes collaboration and teamwork, with a focus on providing efficient and effective customer support.
Web development value 3: Fortinet is committed to continuous learning and development, encouraging employees to acquire knowledge through round tables, training, and self-learning.
Web development value 4: Fortinet fosters a customer-focused culture, prioritizing customer satisfaction and product reliability.

Collaboration Style:

Collaboration approach 1: The Technical Support team works collaboratively with back-line and development teams to resolve complex issues, ensuring efficient and effective customer support.
Collaboration approach 2: Fortinet encourages knowledge sharing and technical mentoring, with a focus on continuous learning and development.
Collaboration approach 3: Fortinet's global presence offers opportunities for international collaboration and exposure to diverse perspectives and cultures.

📝 Enhancement Note: Fortinet's team culture emphasizes strong technical skills, collaboration, and customer focus, with a commitment to providing excellent customer assistance and service.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Web development challenge 1: Staying up-to-date with the latest networking protocols and Fortinet product updates.
Web development challenge 2: Troubleshooting complex customer issues and finding effective solutions.
Web development challenge 3: Working under pressure and managing multiple cases simultaneously.
Web development challenge 4: Collaborating with back-line and development teams to resolve complex issues and improve Fortinet's products.

Learning & Development Opportunities:

Learning opportunity 1: Fortinet offers training, certification, and mentorship programs to help employees develop their skills and advance their careers.
Learning opportunity 2: Fortinet encourages continuous learning and development, with a focus on staying up-to-date with the latest networking protocols and industry trends.
Learning opportunity 3: Fortinet's global presence offers opportunities for international exposure and learning from diverse perspectives and cultures.

📝 Enhancement Note: Fortinet's commitment to employee development and growth provides numerous opportunities for Technical Support Engineers to overcome technical challenges and advance their careers within the organization.

💡 Interview Preparation

Technical Questions:

Technical question 1: Describe your experience with networking protocols, specifically TCP/IP, routing, and switching.
Technical question 2: Walk us through a complex troubleshooting scenario you've encountered and how you resolved it.
Technical question 3: How do you stay up-to-date with the latest networking protocols and industry trends?

Company & Culture Questions:

Technical question 4: Why are you interested in working for Fortinet, and what do you hope to achieve in this role?
Technical question 5: How do you handle working under pressure and managing multiple cases simultaneously?
Technical question 6: Describe your experience with customer support and how you ensure customer satisfaction.

Portfolio Presentation Strategy: N/A

📝 Enhancement Note: The interview process for this role focuses on assessing technical proficiency, problem-solving skills, and customer focus, with a strong emphasis on Fortinet's products and networking protocols.

📌 Application Steps

To apply for this Technical Support Engineer - Fortigate position:

Submit your application through the application link provided.
Prepare for the phone or video screening, focusing on communication skills and technical proficiency.
Brush up on your networking protocols knowledge and prepare for the technical assessment.
Research Fortinet's products and company culture to demonstrate your interest and fit within the organization.
Prepare for the face-to-face or virtual interview, focusing on problem-solving skills, customer focus, and cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

🛠 ATS Keywords

Programming Languages:

C
Python
Bash

Web Frameworks:

Server Technologies:

FortiGate
FortiManager
FortiAnalyzer

Databases:

Tools:

Wireshark
ping
traceroute
Slack
Microsoft Teams
VPN
SSH

Methodologies:

Agile
Troubleshooting
Customer Support

Soft Skills:

Communication
Problem-solving
Customer focus
Teamwork
Collaboration
Time management
Multi-tasking
Organizational skills
Self-motivation
Pressure management

Industry Terms:

Networking
TCP/IP
Routing
Switching
Technical Support
Customer Service
Customer Assistance
Customer Satisfaction
Product Reliability
Technical Expertise
Technical Proficiency
Technical Development
Technical Leadership
Technical Mentoring
Technical Training
Technical Certification
Technical Collaboration
Technical Innovation
Technical Problem-solving
Technical Troubleshooting
Technical Issue Resolution
Technical Support Engineer
Fortinet
FortiGate
Cybersecurity
Network Security
Technical Support Role
Technical Support Engineer Role
Technical Support Career
Technical Support Growth
Technical Support Opportunities
Technical Support Development
Technical Support Training
Technical Support Certification
Technical Support Collaboration
Technical Support Innovation
Technical Support Problem-solving
Technical Support Troubleshooting
Technical Support Issue Resolution

Technical Support Engineer - Fortigate