Sr Technical Support Engineer

3 weeks ago

Pune Maharashtra India, Maharashtra Fortinet Full time

We are seeking a highly motivated individual who can thrive in a fast-paced environment and make a valuable contribution to the team. The ideal candidate will have a can-do attitude, passion for technology, and will be able to learn quickly.

Key Responsibilities:

  • To provide direct technical support via the phone, chat and web-based systems to our customers and partners throughout the EMEA Region.
  • Analysis and technical investigation of reported problems with the FortiSOAR product
  • Provide technical solutions, including development and enhancements of scripts, connectors, REST API, to address customer issues
  • Problem investigation through analysis of logs, debug tools
  • Reproduction of complex customer environments on lab equipment
  • Follow-up with RCD departments to resolve product issues
  • Manage technical cases, escalate, and control the right expectation until the closure of the cases
  • Creation of technical documentation and bulletins to improve internal and external knowledge base
  • Take initiatives and ownership of the problem to drive for results
  • Continuously works on developing knowledge and skills to remain proficient with the relevant skills required for Technical Support activities.
  • Skills and Attributes Requirements:
  • Fundamental knowledge of SSH, TCP/IP, UDP, SSL, HTTP, HTTPS, DNS and other common protocols.
  • Hands-on Experience with Linux Based Operating system. 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.
  • Experience in scripting language: Python
  • Knowledge of at least one major Cloud infrastructure (AWS, Azure, GCP, Openstack).
  • Hands-on experience using RDBMS, and NoSQL databases
  • Experience developing, using and integrating REST API
  • Experience in cybersecurity product development or integration (e.g. playbooks, connectors)
  • Strong troubleshooting and problem-solving skills
  • Effective communication skills
  • Exposure to FortiManager and FortiGate API and/or FortiSIEM systems is an advantage.

Educational and Experience Requirements:

  • 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

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