Technical Support Engineer

Job Description

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 a FortiEDR 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:

• Bachelor's degree or demonstrable experience in a technical (Computer Science-related) field.
• At least 3 years of experience in Technical Support, Escalation Engineering, or IT Operations.
• Strong hands-on experience with operating systems and troubleshooting methodologies.
• Familiarity with Cloud platforms (preferably Google Cloud, but AWS experience is also relevant); GCP or AWS certifications are an advantage.
• In-depth knowledge of network protocols and structures.
  
  

Preferred Skills & Advantages:

• Ability to manage multiple tasks and stakeholders in a fast-paced, matrixed environment.
• Self-motivated, proactive, and eager to learn new technologies.
• Strong analytical and problem-solving skills with a customer-centric mindset.
• Experience with virtualization and cloud-based environments, including VMware ESXi, Hyper-V, GCP, and AWS.
• Adaptability to work with a wide range of environments and technologies.
• Proficiency in Shell 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 660,000+ 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.