Key Responsibilities:
To provide direct technical support via the phone, chat and web based systems to our customers and partners though-out 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 R&D 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 DevOps activities
Skills and Attributes Requirements:
Fundamental knowledge of SSH, TCP/IP, UDP, SSL, HTTP, HTTPS, DNS and other common protocols.
Experience in developing and improving tools to support operations and maintenance projects.
Development of projects related to network and security automation.
Experience in infrastructure and automation processes and tools: Ansible, Terraform, Netconf/Restconf, YANG, YML, Puppet.
Experience in common continuous integration tools such as GitLab, Jenkins, or Buddy.
Strong experience in scripting languages such as:
Python, Perl, Javascript, PHP, Perl and Bash
Working knowledge with 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 container technologies such as Docker and container orchestration platforms like Kubernetes.
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:
Five years or more of previous 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