Senior Technical Support Engineer -SIEM

Fortinet, Inc.; Valbonne; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Fortinet is seeking experienced technical support engineers for its expanding EMEA team in Sophia Antipolis (France), Frankfurt (Germany), and Pune (India). The role focuses on FortiSIEM and related Fortinet products, requiring strong problem solving and communication skills to deliver solutions for customers and partners across the EMEA region.

The ideal candidate has five or more years of experience, a relevant technical degree, and fluency in English plus a local language.

Qualifications

• Five or more years of experience in technical support or related roles.
• Bachelor’s degree in Computer Science, Computer Security, Software Engineering or related field.
• Advanced English (written and spoken) plus local language.
• Strong problem-solving and communication skills.

Responsabilités

• Investigate customer issues, reproduce problems in-house and coordinate with engineering for solutions.
• Provide direct technical support via phone and web-based systems for customers and partners in the EMEA region.
• Analyze and technically investigate reported problems.
• Deliver technical solutions to address customer issues.
• Troubleshoot using debug traces, logs and packet captures.
• Reproduce complex customer environments in lab setups.
• Coordinate with R&D to resolve product issues.
• Create technical documentation and bulletins to improve internal and external articles and whitepapers.
• Develop core competency on Fortinet product lines and technologies.

Connaissances

TCP/IP networking

Linux systems

VMware/virtualization

Web technologies (Java EE, HTML, CSS,

Formation

Bachelor's degree in Computer Science or related field

Outils

FortiSIEM

FortiAnalyzer

FortiSOAR

Description du poste

Office based in Sophia Antipolis, Valbonne -France / Kelsterbach, Frankfurt -Germany OR Pune, India

Job Description Summary:

Fortinet is seeking experienced technical support engineers for our expanding EMEA team at the Sophia-Antipolis, France, and Frankfurt, Germany and Pune, India- Technical Assistance Centers. The ideal candidates shall develop in depth knowledge of the FortiSIEM product and will possess strong problem-solving skills, exceptional ability to gather and analyze information, and proficiency in developing effective solutions with the product for our customers.

In order to succeed in this position, it is imperative that the candidate possess exceptional oral and written communication skills, being able to articulate their action plan while also actively listening with attentiveness so as to fully comprehend the situation at hand. Additionally, one must be capable of responding effectively when faced with queries or challenges arising from positive or negative circumstances.

** Please note that this is not an IT/system administration position.

Key Responsibilities:

• Investigate customer issues, including replication of problems in-house, and working with engineering teams to provide solutions.
• Providing direct technical support via the phone, web based systems to our customers and partners though-out the EMEA Region.
• Analysis and technical investigation of reported problems.
• Provide technical solutions to address customer issues.
• Problem investigation using debug traces, logs and analysis of packet captures.
• Reproduction of complex customer environments on lab equipment.
• Follow-up with R&D departments to resolve product issues.
• Creation of technical documentation and bulletins to improve internal and external technical articles and whitepapers.
• Develop core competency on Fortinet’s product line and technologies

Skills and Attributes Requirements:

• Strong understanding of data networking protocols, TCP/IP, routing and switching.
• Experience with network management and analysis tools.
• Experience with the FortiSIEM or any other SIEM related product would be an advantage.
• Experience and certification with the FortiAnalyzer and FortiSOAR products would be an asset.
• A very good working knowledge of Linux operating systems.
• Experience with VMware and/or other virtualization technologies.
• Knowledge of cloud environments such as AWS and Azure.
• Good understanding of web application concepts such as Java EE, Apache, HTML, CSS and JavaScript.
• Database knowledge is a requirement, such as PostgreSQL & Clickhouse
• Understanding of security polices and vulnerability assessment management.
• Familiarity with API development tools and XML/JSON data structure knowledge.
• Strong troubleshooting and problem solving skills.
• Exceptional communication skills.
• Previous experience on Fortinet products and Fortinet certifications are an advantage. FCP/NSE4 for example

Educational and Experience Requirements:

Five or more years of experience.

Bachelor’s degree in Computer Science, Computer Security, Software Engineering or related field, or an equivalent combination of training and experience.

Advanced knowledge of English (written and spoken)+ local language.

About Fortinet:

Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. With offices in EMEA, we are an equal opportunity employer offering exciting work, competitive compensation and benefits. Fortinet is looking for the best and the brightest to join our highly motivated team.