Role Overview

As a Technical Support Engineer, you will be part of the top-notch technical support organization, working alongside our global exceptional team of professionals in Engineering, QA, Security and Product Support to provide direct technical web and telephone support to Fortinet Customers

You will be working as an integral part of the Support team, being the main link between Support and Product Development and developing and maintaining tools to accelerate customer ticket handling. 

This will involve a wide range of skills, including mentoring Support engineers, reading source code, log files, dump files, network and endpoint traces to track down field related product malfunctions, updating internal tools and writing internal and external Knowledge Base articles. 

Responsibilities

Analyzing, resolving complex, challenging issues including follow up on technical cases including proper escalation and management of the case until closure. Where bugs or product improvements are identified, you will be responsible for coordinating with the development organization and prioritizing the required work to ensure that the customers get their issues resolved in a timely manner. Be a large part in driving the quality of FortiMonitor, FortiRecon and FortiNDR Cloud products forward, either by yourself or by coordinating activities of different departments in the business units. Be a part of a team building and maintaining tools which allow the Support organization to analyze data and diagnose problems quickly and efficiently. Reproduction of customer environments on lab equipment Participate in weekend support rotation schedule. Knowledge, idea and experience sharing within the team. Mentor newer and early career support engineers Develop core competency in Fortinet product line and technologies. Comprehend and explain complex issues including vulnerabilities and threat actor actions to customers.

Requirements

5+ years of experience in Technical Support/Escalation engineer/IT-Ops role. 2+ years indirect experience with security (patching, investigation, remediation) Ability to speak clearly & confidently about technology and internet concepts and interact with technical customers via email, phone and chat. Excellent analytical and problem-solving skills with a strong sense of customer commitment. High level of interpersonal skills. Extensive working knowledge of Linux and Docker Extensive knowledge and experience with L2/L3 Switches, Firewalls, APs. Extensive knowledge and experience with data networking protocols, routing and switching. Extended knowledge of SNMP. Extended knowledge of web servers and application servers. Extended knowledge of Relational Databases and ability to write complex queries. 2+ years of experience with Windows server Scripting experience with Python, Perl, PowerShell, Bash or Ruby and a tool-building mindset for developing the right scripts for client integration and automation. A team-oriented `attitude and interest in working closely with other groups in the company. Strong organizational skills and the ability to properly prioritize operations, customer impacting issues and project tasks.  NSE 4 or FCP preferred

 Educational Requirements

Bachelor’s degree or equivalent experience. Graduate degree preferred.