Staff Technical Support Engineer (FortiSIEM)

Staff Technical Support Engineer

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere.

The Fortinet Team is seeking a highly technical Staff Technical Support Engineer for FortiSIEM team. A FortiSIEM Technical Support Engineer is responsible for providing advanced technical support by troubleshooting and resolving problems for enterprise customers on the FortiSIEM platform. This role directly supports mission-critical customer environments and requires strong expertise in Linux, Windows, networking, virtualization, security technologies within enterprise infrastructure operations.

Job Responsibilities:

• Providing technical support for FortiSIEM customers through voice calls, email, and support ticket system
• Manage support cases through full lifecycle ownership:
• Troubleshooting
• Collect and analyze configuration, deployment, client infrastructure/topology, and FortiSIEM Logs
• Reproduction of customer environment using in-house lab equipment
• Providing solutions through collected detail and analysis
• Ability to perform live troubleshooting with customers on production environments
• Ensure customer expectations are set, and constantly managed and met
• High level ability to judge when escalations to senior Support engineers are necessary
• Able to take weekend on-call issues (P1) when scheduled to do so
• Identity, Investigate, and document, product and interoperability, issues.
• Write knowledgebase articles

Job Skills Required

• Strong background with Enterprise-level experience for Linux and Windows administration
• Enterprise level experience with virtualization technologies
• Strong understanding of: OSI layers (1-7), TCP/IP Networking, Routing and switching Fundamentals, Firewalls, VPN technologies
• Network Security concepts: IDS/IPS Systems
• Practical applied knowledge of different communication and system protocols:
• Practical experience with Data platform technologies:
• Ability to understand basic scripting and coding is a plus
• Strong knowledge of SIEM along with Security and Compliance practices and protocols.
• Knowledge of security vulnerabilities and how to mitigate known vulnerabilities
• Knowledge and understanding of cloud-based deployments/infrastructure
• Strong Troubleshooting and analytical skills
• Strong documentation discipline
• Effective time management and prioritization discipline
• Excellent written and verbal communication skills
• Ability to de-escalate and perform under pressure during client outages and incidents
• Ability to work both independently and collaboratively
• Ability to be on-site 5 days a week for a block of 6 hours.

Work Experience

• At least 6 - 8 years of relevant industry experience
• At least 3 - 4 years of network support experience (NOC, SOC, support)
• 1 year of Software Development is a plus
• Experience in 24x7 operation support environments
• Experience supported regulated or HA environments preferred

Education

Bachelor's degree in Computer Science or Information Systems with a concentration in Information Technology or equivalent enterprise experience

About Us

Fortinet makes possible a digital world that we can always trust through its mission to protect people, devices, and data everywhere. This is why the world's largest enterprises, service providers, and government organizations choose Fortinet to securely accelerate their digital journey. The Fortinet Security Fabric platform delivers broad, integrated, and automated protections across the entire digital attack surface, securing critical devices, data, applications, and connections from the data center to the cloud to the home office. Ranking #1 in the most security appliances shipped worldwide, more than 615,000 customers trust Fortinet to protect their businesses. And the Fortinet NSE Training Institute, an initiative of Fortinet's Training Advancement Agenda (TAA), provides one of the largest and broadest training programs in the industry to make cyber training and new career opportunities available to everyone.