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Technical Support Engineer - 1

Technical Support Engineer - 1

ConfidentialPune
4 days ago
Job description

As Technical Support Engineer, you will :

  • Provide direct technical support via the phone, chat, and web-based systems to our customers and partners throughout the EMEA Region.
  • Analyze and technically investigate reported problems with the FortiSOAR product.
  • Provide technical solutions including the development and enhancements of scripts, connectors, and REST API to address customer issues.
  • Problem investigation through analysis of logs and debug tools.
  • Reproduction of complex customer environments on lab equipment.
  • Follow-up with R&D departments to resolve product issues.
  • Manage technical cases, escalate, and control the right expectations until the closure of the cases.
  • Create technical documentation and bulletins to improve internal and external knowledge base.
  • Take initiatives and ownership of the problem to drive for results.
  • Continuously work on developing knowledge and skills to remain proficient with the relevant skills required for Technical Support activities.

We Are Looking For :

  • Fundamental knowledge of SSH, TCP / IP, UDP, SSL, HTTP, HTTPS, DNS, and other common protocols.
  • Hands-on experience with Linux-based Operating Systems. 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.
  • Hands-on experience in scripting language : Python.
  • Knowledge of at least one major Cloud infrastructure (AWS, Azure, GCP, Openstack).
  • Hands-on experience using MQ, Redis, RDBMS, and NoSQL databases.
  • Experience developing, using, and integrating REST APIs.
  • Experience in cybersecurity product development or integration (e.g., playbooks, connectors).
  • Strong troubleshooting and problem-solving skills.
  • Effective communication skills.
  • Exposure to Fortinet Products is an advantage.

    • Educational and Experience Requirements :

  • 2-5 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.

    • Skills Required

    Python Scripting, Cloud Infrastructure, Ssh, Troubleshooting, Tcp / ip, Api Integration

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    Technical Support Engineer • Pune