Job ResponsibilityFortinet is growing and we are expanding our APAC technical support team, we are looking for strong technical support engineers/specialists at a senior level. We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers.
All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information. (FortiSIEM)
Responsibilities
- To provide direct technical support via the phone, chat and web based systems to our customers and partners though-out globally.
- Analysis and technical investigation of reported problems involving FortiSIEM product
- Provide technical solutions to address customer issues.
- Problem investigation through analysis of packet captures and debug traces.
- 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 expectation until the closure of the -cases.
- Creation of technical documentation and bulletins to improve internal and external knowledge base.
- Take initiatives and ownership of the problem to drive for results.
- Develop core competency on Fortinet product line and technologies.
Requirements
"4 - 7 years or more of previous experience.
-Advanced knowledge of English (written and spoken) other languages are an advantage.
- Strong understanding with one of the following products:
- SIEM (FortSIEM)
- Endpoint Detection Response (FortiEDR)
- Web Application Firewall and Application Load Balancing concepts. (FortiWeb)
- ATP solutions (FortClient)
-Strong understanding of various concepts such as correlation, aggregation, normalization, and parsing is preferred.
-Strong understanding of data networking protocols, specifically -TCP/IP, routing and switching.
-previous experience with network management and Analysis tools is required
-A good working knowledge of Linux operating systems.
-good understanding in scripting knowledge with Bash & Python.
-experience with VMware and/or other virtualization technologies.
-good understanding of Web application concepts, (Java EE, Tomcat, HTML5) security and vulnerabilities.
-Strong understanding of Database knowledge.
-Strong troubleshooting and problem solving skills.
-Effective communication skills.
-Previous experience on Fortinet products is an advantage.
Fortinet is an equal opportunity employer.
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.
Job RequirementsJob Benifits
