Technical Support Engineer (Cybersecurity)

TL;DR

Technical Support Engineer (Cybersecurity): Providing high-level technical assistance for FortiGate firewalls and security devices with an accent on real-time troubleshooting and issue reproduction. Focus on resolving complex networking cases, collaborating with R&D, and optimizing customer network security.

Location: Must be based in or work from offices in Germany (Kelsterbach), Czech Republic (Prague), or Spain (Torija-Guadalajara). Requires office presence 4 days per week.

Company

Global leader in the cybersecurity industry providing innovative network and data protection solutions for organizations worldwide.

What you will do

• Provide technical assistance for FortiGate firewalls and other security devices to partners and customers.
• Conduct real-time troubleshooting and remote access sessions to resolve customer issues.
• Reproduce and test partner/customer issues within the laboratory environment.
• Analyze gathered data to recommend corrective actions and resolve complex cases.
• Report software and hardware related bugs directly to the R&D department.
• Continuously update technical knowledge through round tables, training, and self-learning.

Requirements

• Bachelor's degree in Computer Science, Software Engineering, or a related field.
• 3-6 years of experience in an IT or technical support role.
• Experience in the telecommunications, networking, or security industry.
• Strong knowledge of the OSI model and networking protocols, specifically TCP/IP, routing, and switching.
• Proficient spoken and written English.
• Ability to work under pressure and manage multiple tasks in a fast-paced environment.

Nice to have

• Industry certifications such as NSE4, CCNA, or Security+.
• Knowledge of dynamic routing protocols like OSPF and BGP.
• Knowledge of authentication protocols (LDAP, SSO, 2FA).
• Familiarity with cloud environments (AWS, Google Cloud, Azure).
• Experience with security devices including Firewalls, IPS, and Mail Security Gateways.

Culture & Benefits

• Professional development through training, certification, and mentorship programs.
• Competitive compensation including an employee stock program and annual merit reviews.
• Health insurance and multisport card.
• Flexible working environment with 30 days of paid time off.
• Dynamic culture encouraging innovation with patent incentives and an Innovator Awards Program.