Cybersecurity Engineer

7 days ago


Chicago, Illinois, United States Fortinet Full time

About the Role:

We are seeking a highly skilled Cybersecurity Engineer to join our team at Fortinet. As a Technical Support Engineer, you will be part of our top-notch technical support organization, working closely with our global team of professionals in Engineering, QA, and Security Research.

Responsibilities:

  1. Providing direct technical web and telephone support to Fortinet Customers.
  2. Analyzing and resolving complex, challenging issues, including follow-up on technical cases, proper escalation, and management of the case until closure.
  3. Coordinating with the development organization and prioritizing the required work to ensure that customers get their issues resolved in a timely manner.
  4. Driving the quality of FortiMonitor, FortiRecon, and FortiNDR Cloud products forward, either individually or by coordinating activities of different departments in the business units.
  5. Participating in the development of tools that allow the Support organization to analyze data and diagnose problems quickly and efficiently.
  6. Reproducing customer environments on lab equipment.
  7. Participating in a weekend support rotation schedule.
  8. Sharing knowledge, ideas, and experiences within the team.
  9. Developing core competency in Fortinet product line and technologies.

Requirements:

  • Preferred 3 years of experience in Technical Support, Escalation engineer, or IT-Ops role.
  • Solid experience and deep understanding of Linux.
  • Ability to speak clearly and confidently about technology and interact with customers via email, phone, and chat.
  • Bilingual candidate with English and Spanish fluency is preferred.
  • Excellent analytical and problem-solving skills with a strong sense of customer commitment.
  • High level of interpersonal skills.
  • Knowledge and experience with L2/L3 Switches, Firewalls, APs.
  • Knowledge and experience with data networking protocols, routing, and switching.
  • Knowledge of SNMP.
  • Knowledge of web servers and application servers.
  • Knowledge and experience with Windows, UNIX, or Linux.
  • Some scripting experience with Python, Perl, PowerShell, Bash, or Ruby.
  • A team-oriented attitude and interest in working closely with other groups in the company.
  • Strong organizational skills and the ability to properly prioritize operations, customer impacting issues, and project tasks.
  • Bachelor's degree in Computer Science, Software Engineering, or related field, or an equivalent combination of training and experience is desirable.


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