ETAC Senior Engineer

Fortinet

5 - 7 years

13 - 15 Lacs

bengaluru

Posted:1 week ago| Platform:

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Skills Required

unix wireless networking linux analytical customer service windows ccna cisco sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Handle real-time phone and remote support sessions with customers.
Provide technical support via web and telephone for Fortinet customers.
Troubleshoot and support Fortinet s security and switching product lines.
Collect, analyze, and recommend changes for customer configurations.
Analyze customer network information and packet traces for issue resolution.
Recommend corrective actions and provide proactive solutions.
Educate customers on networking and product-related knowledge gaps.
Review technical documentation, bulletins, and release notes to address known issues.
Replicate customer environments in lab setups for troubleshooting.
Manage technical cases through proper escalation, follow-up, and closure.
Ensure effective communication with customers throughout the case lifecycle.

Requirements

Experience & Technical Skills

5-7 years
of experience in technical support, preferably in network access control NAC solution.
Strong expertise with network access control NAC technologies
Solid understanding to enforce security policies and achieve a zero trust environment.
Hands-on experience with network access security solutions (FortiFNAC, FortiGate Firewalls, IAM solutions such as ClearPass, Cisco ISE, etc.).
Proficiency in encryption and authentication standards: SSL, SSH, TLS 1.2/1.3, 802.1x (EAP-PEAP, EAP-TLS, EAP-TTLS), PKI.
Experience with security technologies: IPSec, IDS/IPS, WIDS.
Strong troubleshooting, analytical, and problem-solving abilities.
Working knowledge of Windows, macOS, UNIX, or Linux.
Prior call center / technical support experience is desirable.

Preferred Skills & Certifications

Industry certifications such as
FCA, FCP Network Security, FCNSA, NSE 1 8, CCNA, CCNP, CWSP
.
Basic experience with RADIUS, Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPS, Mail Security Gateways, and Wireless solutions.
Knowledge of authentication protocols and methods (LDAP, SSO, MFA).
Scripting and automation knowledge (Linux, Perl, SQL, Python).

Soft Skills

Strong English communication skills (written and verbal).
Positive, customer-oriented, and collaborative mindset.

Education

Bachelor s or Master s degree in
Computer Science, Software Engineering
, or a related field.
Equivalent training and experience will also be considered.

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