About this role

Fortinet is hiring a mid-level Support Engineer in the services function based in Frankfurt, Germany. The posting calls out experience with SQL, Networking, Security, Encryption and roughly 6+ years of relevant work.

Role: Support Engineer
Function: services
Level: mid
Track: Individual contributor
Employment: Full-time
Location: Frankfurt, Germany
Experience: 6+ years
Department: Technical Support
Posted: Apr 8, 2026

AI Summary

Mid-level Support Engineer providing technical break/fix and configuration support for FortiGate and FortiAuthenticator products. Troubleshoots security devices, analyzes customer systems, reproduces issues in lab environments, and manages escalations. Requires 6+ years networking/security experience, TCP/IP expertise, firewall/IPS hands-on knowledge, and fluent English and German.

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Job description

from Fortinet careers

Reporting to ETAC Manager based in Kelsterbach, Germany, you would act as the main contact point for our customers and partners for technical break/fix or configuration inquiries for FortiGate and FortiAuthenticator.

In this position, the Technical Support Engineer will:

Conduct basic troubleshooting on Fortinet products, mainly the FortiGate and FortiAuthenticator, ensuring prompt resolution of customer issues.
Gather, analyze, and provide recommendations for configuration information, helping customers optimize their systems.
Collect and analyze customer system information, identifying areas for improvement and suggesting corrective actions.
Offer customer education to bridge knowledge gaps in networking, product understanding, and related areas.
Consult technical documentation, bulletins, and release notes to address known issues and provide effective solutions.
Reproduce customer environments in lab settings, isolate and resolve problems, and propose innovative solutions.
Follow up on technical cases, ensuring proper escalation, case management, and timely resolution.
Manage customer communications and expectations throughout the case lifecycle, leading customer management meetings for escalations.

Who We Are Looking for:

We are seeking insightful, inclusive connectors to join our team. You foster collaborative partnerships by the ways in which you seek to understand others, work together, and diagnose complex organizational variables, issues, and opportunities. You have an ongoing sense of drive, informed urgency, and you are attentive to detail. You enjoy implementing holistic solutions that meet and scale with the strategic needs of the organization.

6+ years of experience in networking or security industry.
In-depth knowledge of TCP/IP.
Hands on experience with security devices Firewalls/IPS/Mail Security Gateways.
Proficient spoken and written English and German language
Excellent troubleshooting and problem-solving skills, enabling effective issue resolution.
Strong written and verbal communication skills, facilitating clear and effective customer interactions.
Ability to work in multicultural team environment.

Desirable:

Understanding of Active Directory and configuration.
Knowledge of authentication protocols and methods (LDAP, RADIUS, Kerberos, NTLM).
Experience with VPNs (IPsec, SSL) and implementation.
Knowledge of database maintenance and SQL.
Familiar with Web application security and vulnerabilities (experience with exploits is plus).
Having any of industry certificates (FCP, CCNA, CCNP, CCSP, CISSP).