Technical Support Engineer

Job Description

As a Staff Technical Support Specialist, you will be involved in:

• Troubleshooting Fortinet’s Endpoint Solutions EMS/EDR.
• Act as an escalation point for high profile cases and customers including proper management of the case until case closure.
• Collection, analysis and change recommendations of configuration information.
• Recommend corrective actions based on analysis.
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.
• Consultation of technical documentation, bulletins and release notes for known problems.
• Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
• Remain up to date on security trends, especially surrounding the endpoint market, evolving zero-day attacks and TTP’s.
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
• Contribute in publishing knowledge-based articles.
• Development, deliver and maintain team training materials.

We are looking for:

• Experience in a technical support or system administration role in a networking/security company or equivalent education.
• Deep working knowledge of operating systems -- Windows, macOS and Linux.
• Understanding how to collect OS level data within kernel and user space, and how to leverage this data to pinpoint problems.
• Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches.
• Knowledge of TLS and public key infrastructure.
• Authentication protocols including SAML and Kerberos.
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
• Understanding of security models and security frameworks such as MITRE ATT&CK and ISO 27001.
• Strong troubleshooting and problem-solving skills.
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong communication skills, both written and verbal.

Bonus Points:

• Experience working with Kali Linux, MetaSploit or other offensive security tools.
• Understanding of memory stack analysis through WinDBG.
• Experience working with advanced operating system debug tools such as Procmon, System Informer LogMan, strace and other advanced Unix and Windows troubleshooting tools.
• Certified with one or more of the following: FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.