Senior Technical Support Engineer (FortiSIEM)

at Fortinet
Location Sunnyvale
Date Posted April 8, 2021
Category Engineering
Job Type Not Specified


Job Description

Provide 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 case

Job 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 experience

Practical 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
  • Openstack

Work 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

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