Staff Technical Support Engineer (FortiSIEM)

The Fortinet Team is seeking a highly technical Staff Technical Support Engineer for FortiSIEM team. A FortiSIEM Technical Support Engineer is responsible for providing advanced technical support by troubleshooting and resolving problems for enterprise customers on the FortiSIEM platform.This role directly supports mission-critical customer environments and requires strong expertise in Linux, Windows, networking, virtualization, security technologies within enterprise infrastructure operations. Job Responsibilities: Customer Support and Case Management • Providing technical support for FortiSIEM customers through voice calls, email, and support ticket system • Manage support cases through full lifecycle ownership: • Troubleshooting • Collect and analyze configuration, deployment, client infrastructure/topology, and FortiSIEM Logs • Reproduction of customer environment using in-house lab equipment • Providing solutions through collected detail and analysis • Ability to perform live troubleshooting with customers on production environments • Ensure customer expectations are set, and constantly managed and met • High level ability to judge when escalations to senior Support engineers are necessary • Able to take weekend on-call issues (P1) when scheduled to do so • Identity, Investigate, and document, product and interoperability, issues. • Write knowledgebase articles  Job Skills Required • Strong background with Enterprise-level experience for Linux and Windows administration • Installation, configure, patching, upgrading and maintenance for enterprise  • RHEL, Ubuntu, Rocky (preferred), SUSE • Windows Server 2016 – 2025 • Enterprise level experience with virtualization technologies • Hypervisors: Proxmox, KVM, Nutanix, Xen, VMware (vSphere, Esxi), Hyper-V • Knowledge about infrastructure optimization and capacity planning is a plus • Strong understanding of: OSI layers (1-7), TCP/IP Networking, Routing and switching Fundamentals, Firewalls, VPN technologies • Network Security concepts: IDS/IPS Systems • Practical applied knowledge of different communication and system protocols: • ssh, telnet, ldap(s), http(s), ssl/tls, smtp, snmp, vnc, rdp, dns, wmi, omi, • Practical experience with Data platform technologies: • Elasticsearch: install, configure, maintain • Clickhouse: install, configure, maintain • Ability to understand basic scripting and coding is a plus • Bash, Python (2.7 – 3.14), Expect, JavaScript, PowerShell • C++, Java • Strong knowledge of SIEM along with Security and Compliance practices and protocols. • Knowledge of security vulnerabilities and how to mitigate known vulnerabilities • Knowledge and understanding of cloud-based deployments/infrastructure • AWS, Azure, GCP • Along with Cloud networking, security, hybrid deployments • Strong Troubleshooting and analytical skills • Strong documentation discipline • Effective time management and prioritization discipline • Excellent written and verbal communication skills • Ability to de-escalate and perform under pressure during client outages and incidents • Ability to work both independently and collaboratively • Ability to be on-site 5 days a week for a block of 6 hours. Work Experience • At least 6 - 8 years of relevant industry experience • At least 3 - 4 years of network support experience (NOC, SOC, support) • 1 year of Software Development is a plus • Experience in 24x7 operation support environments • Experience supported regulated or HA environments preferred Education Bachelor’s degree in Computer Science or Information Systems with a concentration in Information Technology or equivalent enterprise experience The US base salary range for this full-time position is $110,000-$134,000. Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time, as well as a comprehensive leave program. Wage ranges are based on various factors, including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location. All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at the time of hire and annually at the Company’s discretion. Must be authorized to work in the U.S. without sponsorship.