Senior Service Delivery Engineer

Fortinet; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A cybersecurity leader is hiring a Service Delivery Engineer to provide a technical customer journey for their FortiDLP solution. The ideal candidate will have over 5 years of cybersecurity experience, strong communication skills, and a proven capability to build customer relationships. Duties include onboarding clients, serving as a contact for accounts, and troubleshooting issues. This role offers a hybrid work model and a chance to impact customers positively.

Benefits

Attractive Total Rewards package

Diverse and inclusive work environment

Qualifications

• Candidates must possess the ability to establish a positive relationship with customers.
• 5+ years of experience in a SOC analyst role or cyber security MSP role.
• Strong communication skills and strategic planning abilities.

Responsibilities

• Onboard new customers, providing setup guidance for platform configuration.
• Serve as designated contact for assigned accounts, building trust.
• Collaborate with team members and facilitate interaction among project teams.

Skills

Cyber Security or SOC Analyst experience

5+ years of cyber security experience

Strong skills in verbal and written communications

Working knowledge of Intrusion Detection and Prevention

Analytical and process-oriented mindset

Ability to work effectively in deadline-driven environments

Solid grounding in Protective Monitoring

Good understanding of protocols such as TCP/IP

Education

Bachelor's Degree in Computing or Engineering

Tools

Endpoint DLP

MDM tool configuration

Windows administration

Linux administration

macOS administration

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, technically skilled and security focused Service Delivery Engineer to contribute to the success of our rapidly growing business.

As a FortiDLP Senior Service Delivery Engineer, you will :

In this role you will be responsible for providing a technical, security focused customer journey for Fortinet’s FortiDLP solution.

As a FortiDLP Senior Service Delivery Engineer, you will develop a solid understanding of the value FortiDLP brings to our customers, and be able to translate our value proposition into both written and oral communications with existing customers. Candidates must possess the ability and confidence to establish a positive and proactive relationship with our customers, guide them through deployment and provide expert technical insight into their product experience post-deployment, ensuring they obtain maximum value from the product.

There may be some limited need for travel to customer sites.

Responsibilities

• Onboard new customers, providing setup guidance for platform configuration, agent deployment and policy configuration.
• Provide a managed service where purchased, performing configuration and policy related tasks in the product UI.
• Serve as designated contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate, problem-solve, and / or strategize with team members on upcoming client meetings.
• Prepare documentation or visuals of campaign performance for client; analyze trends in data, policy and security reviews to identify areas for improvement.
• Work with sales and marketing teams to boost customer experiences and develop case studies.
• Investigate alerts (performing a broad range of intrusion / insider threat analysis and / or intrusion / insider threat detection tasks using an analytical and systematic approach).
• Liaise with customers to detail investigation outcomes and recommend quick and effective remediation actions (be involved in incident response, event handling and work around attack analysis).
• Produce reports on vulnerability research, security analytics and threat analysis, up to board level.
• Assist in the definition of analysis procedures and protocols.
• Contribute to the continuously evolving FortiDLP platform, identifying platform improvements and new features and working with R&D to add those to the product.
• Troubleshoot and help isolate issues with the customer support team.

We are looking for :

• Cyber Security or SOC Analyst experience with good customer interaction and technical skills
• 5+ years of cyber security experience in a SOC analyst role or cyber security MSP or TAM role
• Strong skills in verbal and written communications, strategic planning, and project management
• Working knowledge of Intrusion Detection and Prevention principles
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Ability to identify opportunities to increase product benefit to customers and opportunities for portfolio expansion
• Solid grounding in Protective Monitoring, Security Device Management, CIRT and Threat Intelligence with demonstrable security incident response experience
• Knowledge of various types of attacks, as well as a strong knowledge of infection vectors and indicators of an infection
• Good understanding of a range of network and other protocols such as TCP / IP, HTTP, DNS, ARP, DHCP, SMTP, FTP, Telnet, IRC, LDAP, SSL

It is also considered a bonus if you have :

• Experience with endpoint DLP, MDM tool configuration, performance testing, or Windows, macOS or Linux administration
• Exposure on Vulnerability assessment as well as penetration testing or forensic analysis fields
• Bachelor's Degree or higher preferred in Computing / Engineering
• Industry recognised certifications e.g. CISSP, GCIA, GCIH, GCFA, GCFE, etc. are an advantage

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.

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