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Senior Escalations Engineer

Company: Fortinet
Location: Sunnyvale
Posted on: May 26, 2023

Job Description:

Job Description

Looking for a bright, experienced, and self-driven escalation engineer with experience in troubleshooting applications in public clouds with emphasis in AWS, AZURE, Google Cloud. The person needs to use this knowledge to handle support escalations for FortiSIEM Cloud deployments. This includes working with the engineering team, if necessary, to find the root cause of the problem and a solution.

Daily Duties:

  • Handle FortiSIEM cloud customer case escalations - troubleshoot the problem using cloud technologies, reproduce the problem in-house and find the root cause
  • Work with FortiSIEM engineering team to find a solution and file bugs as necessary
  • Handle FortiSIEM on-prem customer case escalations
  • Work with FortiSIEM engineering team to develop patches for FortiSIEM on-prem customer issues and deploy patches in customer environment
  • Manage own escalation queue and bug management system
  • Help FortiSIEM QA team to run test cases during the release process.
  • Remain up to date with cloud-based technologies
  • Prioritize business critical customer escalated cases

    Education and Background:
    • Bachelor's degree in engineering, computer science, or any related fields

      • 3+ years of intermediate to advanced knowledge with cloud-based environments and platforms (eg. FortiSIEM or any other cloud based SIEM products)
      • Working knowledge and experience in deploying, maintaining, and troubleshooting applications in main public clouds AWS, AZURE, Google Cloud. Other platforms: Alibaba, IBM, etc is a plus
      • Working knowledge of Linux Administration and ability to problem solve on Linux platforms
      • Working knowledge of database queries to identify problems and provide resolution
      • Ability to recognize business critical environments and provide solutions prioritizing business uptime.
      • Ability to read and write scripts in native shell and other non-platform specific languages (ie. python, sql, java script, etc)
      • Ability to demonstration leadership and discipline in order to add to the team's success
      • Ability to communicate in a clear and concise fashion

        The US base salary range for this full-time position is $130,000-$185,000. Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program.

        Wage ranges are based on various factors including the labor market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

        All roles are eligible to participate in the Fortinet equity program, Bonus eligibility is reviewed at time of hire and annually at the Company's discretion.


        About Us

        Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.

        We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at

        Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.

Keywords: Fortinet, Sunnyvale , Senior Escalations Engineer, Engineering , Sunnyvale, California

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