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 :