Sr technical support engineer

4 weeks ago

Pune, 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 Forti SOAR 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 No SQL 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 Forti Manager and Forti Gate API and/or Forti SIEM 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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