Technical Support Engineer - 1

As Technical Support Engineer, you will:

• Provide direct technical support via the phone, chat, and web-based systems to our customers and partners throughout the EMEA Region.
• Analyze and technically investigate reported problems with the FortiSOAR product.
• Provide technical solutions including the development and enhancements of scripts, connectors, and REST API to address customer issues.
• Problem investigation through analysis of logs and debug tools.
• Reproduction of complex customer environments on lab equipment.
• Follow-up with R&D departments to resolve product issues.
• Manage technical cases, escalate, and control the right expectations until the closure of the cases.
• Create technical documentation and bulletins to improve internal and external knowledge base.
• Take initiatives and ownership of the problem to drive for results.
• Continuously work on developing knowledge and skills to remain proficient with the relevant skills required for Technical Support activities.

We Are Looking For:

• Fundamental knowledge of SSH, TCP/IP, UDP, SSL, HTTP, HTTPS, DNS, and other common protocols.
• Hands-on experience with Linux-based Operating Systems. 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.
• Hands-on experience in scripting language: Python.
• Knowledge of at least one major Cloud infrastructure (AWS, Azure, GCP, Openstack).
• Hands-on experience using MQ, Redis, RDBMS, and NoSQL databases.
• Experience developing, using, and integrating REST APIs.
• Experience in cybersecurity product development or integration (e.g., playbooks, connectors).
• Strong troubleshooting and problem-solving skills.
• Effective communication skills.
• Exposure to Fortinet Products is an advantage.

Educational and Experience Requirements:

• 2-5 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.