Technical Support Engineer

Join Fortinet a cybersecurity pioneer with over two decades of excellence as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet our mission is to safeguard people devices and data everywhere. We are currently seeking a dynamic FortiEDR Support Engineer to contribute to the success of our rapidly growing business.

As aFortiEDR Support Engineer you will be an integral part of our elite technical support organization collaborating with a global team of experts across Engineering QA Security and Product Support.

In this role you will leverage a diverse skill set including:

• Serve as a trusted technical advisor ensuring customer satisfaction and solution effectiveness.
• Communicate clearly with both technical and non-technical stakeholders.
• Document solutions procedures and known issues for internal and customer use.
• Analyzing source code log files dump files and network/endpoint traces to diagnose field-related product issues.
• Enhancing internal tools and contributing to both internal and external Knowledge Base articles.
• Troubleshooting complex technical challenges documenting resolution methodologies and sharing knowledge with the Support team to enhance their expertise.
• Identifying product bugs and improvement opportunities coordinating with development teams and prioritizing resolutions to ensure a seamless customer experience.
• Driving product quality forward either independently or by facilitating cross-functional collaboration within the organization.

We Are Looking For:

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• Bachelors degree or demonstrable experience in a technical (Computer Science-related) field.
• At least3 years of experienceinTechnical Support Escalation Engineering or IT Operations.
• Strong hands-on experience withoperating systemsand troubleshooting methodologies.
• Familiarity withCloud platforms(preferably Google Cloud but AWS experience is also relevant);GCP or AWS certificationsare an advantage.
• In-depth knowledge ofnetwork protocols and structures.

Preferred Skills & Advantages:

• Ability tomanage multiple tasks and stakeholdersin a fast-paced matrixed environment.
• Self-motivated proactive and eager to learnnew technologies.
• Stronganalytical and problem-solvingskills with a customer-centric mindset.
• Experience withvirtualization and cloud-based environments includingVMware ESXi Hyper-V GCP and AWS.
• Adaptability to work with a wide range of environments and technologies.
• Proficiency inShell scripting and/or programming languages(Python preferred).

Why Join Us:

At Fortinet we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660000 customers around the globe.

We will only notify shortlisted candidates.

Fortinet will not entertain any unsolicited resumes please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet these resumes if considered will be assumed to have been given by the Agency free of any related fees/charges.

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