Senior SIEM Escalations Engineer

Fortinet; Sunnyvale (CA); Sur place; USD 110 000 - 134 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid holidays

Vacation and sick time

Comprehensive leave program

Résumé du poste

Fortinet seeks a Senior Escalations Engineer to join the FortiSIEM Escalations team in Sunnyvale. You will lead enterprise customer escalations, reproduce issues in labs, perform root-cause analyses, and guide cross-functional teams globally to resolution.

You will use scripting to automate troubleshooting, contribute to knowledge sharing, and mentor junior engineers while maintaining customer advocacy and ownership. Fortinet offers comprehensive benefits and growth opportunities.

Qualifications

• 8+ years of enterprise technical support or escalation experience.
• 5+ years of hands-on Linux administration in production environments.
• Strong TCP/IP networking knowledge (routing, switching, DNS, DHCP, VPNs, firewalls).
• Experience troubleshooting distributed, multi-tier enterprise apps.
• Scripting in Bash or Python for automation.
• Proven root-cause analysis and escalation leadership.
• Ability to analyze logs and performance metrics.

Responsabilités

• Own and drive FortiSIEM customer escalations from initial engagement through final resolution.
• Investigate, troubleshoot, and resolve complex issues in customer production environments.
• Reproduce field-reported issues in lab environments and identify root causes.
• Lead technical troubleshooting with enterprise customers and MSSPs worldwide.
• Provide expert guidance to Support, Engineering, PM, Sales, and Pre-Sales teams.
• Collaborate with Development on defect analysis and corrective actions.
• Validate bug fixes and perform QA verification during releases.
• Develop scripts and automation to improve troubleshooting.
• Document findings and best practices for internal and customer-facing teams.
• Mentor support engineers and contribute to technical enablement across the organization.

Connaissances

Enterprise support

Linux administration

TCP/IP networking

Scripting (Bash/Python)

Root-cause analysis

Log analysis

Communication

Independent work

Formation

Bachelor's degree in CS/IS

Outils

Wireshark

tcpdump

PostgreSQL

Elasticsearch/OpenSearch

Virtualization

Cloud platforms (AWS/Azure/GCP)

Containers

Description du poste

Fortinet seeks a Senior Escalations Engineer to join the FortiSIEM Escalations team in Sunnyvale. You will lead enterprise customer escalations, reproduce issues in labs, perform root-cause analyses, and guide cross-functional teams globally to resolution.

You will use scripting to automate troubleshooting, contribute to knowledge sharing, and mentor junior engineers while maintaining customer advocacy and ownership. Fortinet offers comprehensive benefits and growth opportunities.