As a FortiEDR Support Engineer, you will be an integral part of our elite technical support organization, collaborating with a global team of experts across Engineering, QA, Security, and Product Support.

In this role, you will leverage a diverse skill set, including:

Analyzing source code, log files, dump files, and network/endpoint traces to diagnose field-related product issues. Enhancing internal tools and contributing to both internal and external Knowledge Base articles. Troubleshooting complex technical challenges, documenting resolution methodologies, and sharing knowledge with the Support team to enhance their expertise. Identifying product bugs and improvement opportunities, coordinating with development teams, and prioritizing resolutions to ensure a seamless customer experience. Driving product quality forward, either independently or by facilitating cross-functional collaboration within the organization.

Qualifications:

Bachelor's degree or demonstrable experience in a technical (Computer Science-related) field. At least 3 years of experience in Technical Support, Escalation Engineering, or IT Operations. Strong hands-on experience with operating systems and troubleshooting methodologies. Familiarity with Cloud platforms (preferably Google Cloud, but AWS experience is also relevant); GCP or AWS certifications are an advantage. Proficiency in Shell scripting and/or programming languages (Python preferred).

Preferred Skills & Advantages:

In-depth knowledge of network protocols and structures. Ability to manage multiple tasks and stakeholders in a fast-paced, matrixed environment. Self-motivated, proactive, and eager to learn new technologies. Strong analytical and problem-solving skills with a customer-centric mindset. Experience with virtualization and cloud-based environments, including VMware ESXi, Hyper-V, GCP, and AWS. Adaptability to work with a wide range of environments and technologies.

 

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