Sr Technical Support Engineer

1 week ago

New Delhi, India 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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