Technical Support Engineer

Company: Fortinet
Location: Sunnyvale
Posted on: February 26, 2021

Job Description:

Job DescriptionProvide direct technical web, chat, and telephone support to Fortinet customers including:* Support and troubleshooting on FortiSIEM and related Fortinet products* Collection, analysis and change recommendations of configuration information* Collection and analysis of customer network information* Collection and initial analysis of packet capture information* Recommend corrective actions based on analysis* Provide customer education where needed due to gaps in networking, product knowledge* Consultation of technical documentation, bulletins and release notes for known problems* Reproduction of customer environments on lab equipment* Follow up on technical cases including proper escalation and management of the case until case closure.* Manage customer communications and expectations until the closure of each caseJob Skills Required* Strong Customer Service acumen* Experience working with databases* Experience working with Elastic Search* Experience in a technical support role in a SIEM, SOAR, Security, or networking/security company or equivalent education* Strong understanding of SIEM, Log Aggregation, Logging, Data sets, API, and Integrations.* Strong understanding of TCP/IP, routing protocols, SNMP, Syslog, JSON Interface, REST API* Experience with security products firewalls, IPSec, IDS/IPS* Strong troubleshooting and problem-solving skills* Extensive working knowledge of Windows, MACOs, UNIX or Linux* Previous support experience preferred, preferably supporting data networking products.* Security background a plus* Strong English skills both written and verbal.* Linux Administrative level experiencePractical Knowledge of* Command line* Systems building* Adding and removing hardware* Windows Administrative level experience* Understanding of domains* Understanding Active Directory* Network Protocol Knowledge* TCP, UDP* SNMP* HTTP* TLS* SSL* Knowledge of Languages - Scripting or programming:* C++, Java, Python, bash* Knowledge of virtualization platforms* Hyper-v* Aws* VMware* KVM* OpenstackWork Experience-- 6-10 Years of support experience in an enterprise / service provider environment or equivalent from a Senior Tier 3 Support Role.Practical Hands-on knowledge of* Unix / Gnu-Linux (administrative level)* Windows (administrative level)* Checkpoint FW* Load Balancers (F5 Big IP)* Various Routers / Switches (Cisco CatOs, Cisco IOS, JunOS, PanOS, Riverbed, etc.)* Vulnerability scanners (nessus, FireSIGHT, Qualys, etc)* SQL (MSSql, MySql, postgresql, Oracle, etc.)* Exchange* Cloud Applications (AWS, Box, Google Apps, Office 365, Okta, Salesforce, etc)Educational Requirements* Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

Keywords: Fortinet, Sunnyvale , Technical Support Engineer, Engineering , Sunnyvale, California