Technical Support Engineer -Enhanced Technologies (Linux experience required)

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 and resolving complex issues, including follow-up on technical cases with proper escalation and management until closure.
• Coordinating with the development organization on identified bugs or product improvements and prioritizing the required work to ensure timely resolution for customers.
• Driving the quality of FortiMonitor, FortiRecon, and FortiNDR Cloud products, either independently or by coordinating activities across different departments.
• Building and maintaining tools that allow the Support organization to analyze data and diagnose problems quickly and efficiently.
• Reproducing customer environments on lab equipment.
• Participating in weekend support rotation schedule.
• Sharing knowledge, ideas, and experience within the team.
• Mentoring newer and early-career support engineers.
• Developing core competency in the Fortinet product line and technologies.
• Comprehending and explaining complex issues, including vulnerabilities and threat actor actions, to customers.

Requirements

• 5+ years of experience in a Technical Support/Escalation engineer/IT-Ops role.
• 2+ years of indirect experience with security (patching, investigation, remediation).
• Ability to communicate clearly and confidently about technology and internet concepts, interacting 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, and 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 the 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 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 prioritize operations, customer-impacting issues, and project tasks.
• NSE 4 or FCP preferred.
• Fluency in English is essential.

Educational Requirements

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

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