Technical Support Engineer – Wi-Fi, Switching

Fortinet

Support customers as ETAC Senior Engineer in network security for Fortinet, a cybersecurity company. Provide technical service and education on Fortinet's wireless and switching products.

Posted 7/16/2026full-timeFrankfurt • 🇩🇪 GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in technical support for wireless networking and security products, with strong troubleshooting skills and a solid understanding of networking protocols and security measures. Proficient in managing customer communications and providing education to bridge knowledge gaps.

Highest-signal resume keywords

Technical Support ExperienceWi-Fi 802.11 NetworksTCP/IP and Routing ProtocolsSecurity Products KnowledgeBilingual in English and German

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting SkillsWindows Operating SystemMACOsUNIXLinuxPerl ScriptingSQLPythonDynamic Routing ProtocolsAuthentication Protocols

Soft Skills

Customer-Oriented AttitudePositive Communication Skills

Tools & Technologies

FirewallsIPsecIDS/IPSWIDSControllersCloudAccess PointsSwitchesRoutersMail Security Gateways

Certifications & Qualifications

FCNSACCNACCNPCWSP

Industry Keywords

Wireless NetworkingWireless SecurityTechnical DocumentationPacket Trace AnalysisCall Center Experience

Tech Stack

Tools & technologies

CloudFirewallsLinuxMacOSPerlPythonSQLSwitchingTCP/IPUnix

About the role

Key responsibilities & impact

Running real-time phone or remote access sessions with customers
Provide direct technical web and telephone support to Fortinet customers.
Support and troubleshooting on the wireless and switching range of Fortinet products.
Collection, analysis and change recommendations of configuration information.
Collection and analysis of customer network information.
Collection and initial analysis of packet trace information.
Recommend corrective actions based on analysis.
Provide customer education where needed due to gaps in networking, product knowledge, etc.
Consultation of technical documentation, bulletins, and release notes for known problems.
Reproduction of customer environments on lab equipment.
Follow up on technical cases, including proper escalation and management of the case until case closure.
Manage customer communications and expectations until the closure of each case.

Requirements

What you’ll need

5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
Strong understanding of Wi-Fi 802.11 networks and 4G LTE experience
Strong understanding of TCP/IP, routing protocols, and L2/L3 switches
Experience with security products: firewalls, IPsec, IDS/IPS, and WIDS
Strong troubleshooting and problem-solving skills
Extensive working knowledge of Windows, MACOs, UNIX or Linux
Previous call center experience, preferably supporting data networking products and/or security products, is desirable
Strong English and German skills both written and verbal
Positive, communicative, and customer-oriented attitude
Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)
Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security gateways, etc.)
Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication, etc.)
Knowledge of Linux, Perl Scripting, SQL, Python

Benefits

Comp & perks

Competitive Total Rewards package to support overall health and financial well-being