As a Technical Support Engineer, you will be part of the top-notch technical support organization, working alongside our global exceptional team of professionals in Engineering, QA and Security Research to provide direct technical web and telephone support to Fortinet Customers. You will be working as an integral part of the Support team, being the main link between Support and Product Development, working to accelerate customer ticket handling. This will involve a wide range of skills, including reading source code, log files, dump files, network and endpoint traces to track down field related product malfunctions, updating internal tools and writing internal and external Knowledge Base articles. 

Responsibilities

• Analyzing, resolving complex, challenging issues including follow up on technical cases including proper escalation and management of the case until closure.
• Where bugs or product improvements are identified, you will be responsible for coordinating with the development organization and prioritizing the required work to ensure that the customers get their issues resolved in a timely manner.
• Be a large part in driving the quality of FortiMonitor, FortiRecon and FortiNDR Cloud products forward, either by yourself or by coordinating activities of different departments in the business units.
• Be a part of a team building and maintaining tools which allow the Support organization to analyze data and diagnose problems quickly and efficiently.
• Reproduction of customer environments on lab equipment
• Participate in weekend support rotation schedule.
• Knowledge, idea and experience sharing within the team.
• Develop core competency in Fortinet product line and technologies.

Requirements

• Preferred 3 years of experience in Technical Support/Escalation engineer/IT-Ops role.
• Ability to speak clearly & confidently about technology and interact with customers via email, phone and chat.
• Excellent analytical and problem-solving skills with a strong sense of customer commitment.
• High level of interpersonal skills.
• Knowledge and experience with L2/L3 Switches, Firewalls, APs.
• Knowledge and experience with data networking protocols, routing and switching.
• Knowledge of SNMP.
• Knowledge of web servers and application servers.
• Knowledge and experience with Windows, UNIX or Linux.
• Some scripting experience with Python, Perl, PowerShell, Bash or Ruby.
• A team-oriented attitude and interest in working closely with other groups in the company.
• Strong organizational skills and the ability to properly prioritize operations, customer impacting issues and project tasks. 

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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