Sr Technical Support Engineer

We are seeking a highly motivated individual who can thrive in a fast-paced environment and make a valuable contribution to the team. The ideal candidate will have a can-do attitude, passion for technology, and will be able to learn quickly.

Key Responsibilities :

To provide direct technical support via the phone, chat and web-based systems to our customers and partners throughout the EMEA Region.

Analysis and technical investigation of reported problems with the FortiSOAR product

Provide technical solutions, including development and enhancements of scripts, connectors, REST API, to address customer issues

Problem investigation through analysis of logs, debug tools

Reproduction of complex customer environments on lab equipment

Follow-up with RCD departments to resolve product issues

Manage technical cases, escalate, and control the right expectation until the closure of the cases

Creation of technical documentation and bulletins to improve internal and external knowledge base

Take initiatives and ownership of the problem to drive for results

Continuously works on developing knowledge and skills to remain proficient with the relevant skills required for Technical Support activities.

Skills and Attributes Requirements :

Fundamental knowledge of SSH, TCP / IP, UDP, SSL, HTTP, HTTPS, DNS and other common protocols.

Hands-on Experience with Linux Based Operating system. Certifications like RHCSA, RHCE and CCNA are advantageous.

Experience in developing and improving tools to support operations and maintenance projects.

Development of projects related to network and security automation.

Experience in scripting language : Python

Knowledge of at least one major Cloud infrastructure (AWS, Azure, GCP, Openstack).

Hands-on experience using RDBMS, and NoSQL databases

Experience developing, using and integrating REST API

Experience in cybersecurity product development or integration (e.g. playbooks, connectors)

Strong troubleshooting and problem-solving skills

Effective communication skills

Exposure to FortiManager and FortiGate API and / or FortiSIEM systems is an advantage.

Educational and Experience Requirements :

5+ Years of experience

Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience

Advanced knowledge of English (written and spoken), other languages are an advantage