Sr Technical Support Engineer

We are seeking a highly motivated individual who can thrive in a fast-paced environment and make a valuable contribution to the team.

The ideal candidate will have a can-do attitude, passion for technology, and will be able to learn quickly.
Key Responsibilities:
- To provide direct technical support via the phone, chat and web-based systems to our customers and partners throughout the EMEA Region.
- Analysis and technical investigation of reported problems with the FortiSOAR product
- Provide technical solutions, including development and enhancements of scripts, connectors, REST API, to address customer issues
- Problem investigation through analysis of logs, debug tools
- Reproduction of complex customer environments on lab equipment
- Follow-up with RCD 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
- Continuously works on developing knowledge and skills to remain proficient with the relevant skills required for Technical Support activities.
- Skills and Attributes Requirements:
- Fundamental knowledge of SSH, TCP/IP, UDP, SSL, HTTP, HTTPS, DNS and other common protocols.
- Hands-on Experience with Linux Based Operating system.

Certifications like RHCSA, RHCE and CCNA are advantageous.
- Experience in developing and improving tools to support operations and maintenance projects.
- Development of projects related to network and security automation.
- Experience in scripting language: Python
- Knowledge of at least one major Cloud infrastructure (AWS, Azure, GCP, Openstack).
- Hands-on experience using RDBMS, and NoSQL databases
- Experience developing, using and integrating REST API
- Experience in cybersecurity product development or integration (e.g. playbooks, connectors)
- Strong troubleshooting and problem-solving skills
- Effective communication skills
- Exposure to FortiManager and FortiGate API and/or FortiSIEM systems is an advantage.
Educational and Experience Requirements:
- 5+ Years of experience
- Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience
- Advanced knowledge of English (written and spoken), other languages are an advantage