דרושים Technical Support Engineer - Fortimanager/ Fortianalyzer ב-Fortinet ב-הודו

Key Responsibilities

• Handle real-time phone and remote support sessions with customers.
• Provide technical support via web and telephone for Fortinet customers.
• Troubleshoot and support Fortinet’s security and switching product lines.
• Collect, analyze, and recommend changes for customer configurations.
• Analyze customer network information and packet traces for issue resolution.
• Recommend corrective actions and provide proactive solutions.
• Educate customers on networking and product-related knowledge gaps.
• Review technical documentation, bulletins, and release notes to address known issues.
• Replicate customer environments in lab setups for troubleshooting.
• Manage technical cases through proper escalation, follow-up, and closure.
• Ensure effective communication with customers throughout the case lifecycle.

Experience & Technical Skills

• 5–7 years of experience in technical support, preferably in switching networking or network security.
• Strong expertise in switching technologies: VLAN, Inter-VLAN Routing, VTP, EtherChannel, LACP, STP, RSTP, MSTP, DHCP, ARP, Multicast, SPAN, RSPAN, ERSPAN, MC-LAG.
• Solid understanding of TCP/IP and routing protocols (OSPF, BGP) with L2/L3 switches.
• Hands-on experience with security solutions (firewalls, IAM solutions such as ClearPass, Cisco ISE, etc.).
• Proficiency in encryption and authentication standards: SSL, SSH, TLS 1.2/1.3, 802.1x (EAP-PEAP, EAP-TLS, EAP-TTLS), PKI.
• Experience with security technologies: IPSec, IDS/IPS, WIDS.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Working knowledge of Windows, macOS, UNIX, or Linux.
• Prior call center / technical support experience is desirable.

Preferred Skills & Certifications

• Industry certifications such as FCA, FCP Network Security, FCNSA, NSE 1–8, CCNA, CCNP, CWSP .
• Basic experience with NAC, RADIUS, Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPS, Mail Security Gateways, and Wireless solutions.
• Knowledge of authentication protocols and methods (LDAP, SSO, MFA).
• Scripting and automation knowledge (Linux, Perl, SQL, Python).

Soft Skills

• Strong English communication skills (written and verbal).
• Positive, customer-oriented, and collaborative mindset.

Education

• Bachelor’s or Master’s degree in Computer Science, Software Engineering , or a related field.
• Equivalent training and experience will also be considered.

Responsibilities

• Designing and developing the DevOps infrastructure for business-critical systems.
• Maintaining and improving container-based Kubernetes environments.
• Develop and integrate observability solutions across the stack (infrastructure, application, network, and user experience) to monitor and provide actionable insights.
• Work with developers and engineers to ensure that all relevant services, applications, and infrastructure components are instrumented using the latest observability best practices (e.g., logging, tracing, and metrics collection).
• Set up automated alerting systems for real-time detection of performance bottlenecks, failures, or anomalies, and integrate with incident management workflows.
• Build pipelines for data collection, storage, and visualisation to help the teams gain insights from monitoring data.
• Use observability data to improve system reliability, availability, and performance by driving root cause analysis and continuous improvement initiatives.
• Implement automated solutions for monitoring and alerting that scale with platform growth and reduce manual intervention.
• Develop and maintain comprehensive documentation on monitoring, alerting, and incident response processes. Provide training and support to engineering teams to use observability tools effectively.

As a Pre-Sales System Engineer you will:

Play an integral role in new business solution pitches, foster long-term relationships, to achieve enterprise-wide deployments of Fortinet solutions and deliver meaningful results for all parties involved.

• Pre-sales - assist in qualifying sales leads from a technical standpoint.
• Ability to respond to RFP compliances and able to work on cross references and handling pre-bid meetings.
• Sales calls - be the main technical resource on sales calls and answer / educate the customer on issues ranging from features, specifications and functionality to integration.
• Conversant with networking applications and solutions.
• Post-sales - be the lead technical contact for identified accounts for technical issues and will work closely with the technical support escalation team and engineering to answer, elevate and resolve customer's technical issues.
• Understand and follow escalation process
• Provide channel partners sustainable training on Fortinet solutions and competitive differentiation
• Provide channel partners technical expertise and oversight as required
• Work in collaboration with Channel and Sales management to establish channel partners and to qualify partner’s ability to sell Fortinet solutions
• Provide complex design and systems engineering configurations
• Maintain a high level of technical knowledge of Cyber security solutions and the relevant industry
• Utilize the Fortinet Sales Strategy and Solution Messaging to identify solutions for customer business objectives
• Participate in the development and support of presentations for customers and partners
• Clearly articulate technical elements of the Fortinet value proposition to customers and partners
• Contribute to the creation of case studies, white papers, and media articles for customers and/or partners
• Foster a collaborative, team-based environment, sharing best practices and building lasting relationships
• Effectively negotiate and pursue conflict resolution
• Lead strategic (organizational) opportunities and proactively provide consultative support
• Create customer documentation for POC
• Work effectively with SME, Sales and Technical Support Team

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• 10+ year's experience in technical/pre-sales support as a sales or systems engineer
• Stupendous presentation skills
• 5 - 7 years experience in Network & Security
• Strong understanding of SDWAN, SDN, Cloud Security, Virtualization, NFV etc
• Preferably working in OEM.

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

As a Software Development Engineer, you will:

• Research, investigate, and define new areas of technology to enhance existing features or new product directions; re-evaluate the design and implementation of current source code
• Participate in design, development and code reviews.
• Work on cross-team platform-level initiatives and projects
• Maintain and document code using source control system
• Develop high quality, secure, scalable software solutions based on technical requirements specifications and design artifacts within expected time and budget

We Are Looking For:

• Bachelor's degree in information technology, Computer Science or equivalent education.
• 4+ years project experience in software development
• High level expertise programming in Java or Python programming.
• Hands-on experience with popular Java/Python Framework (Spring Boot, Django)
• Excellent knowledge of PostgreSQL, RabbitMQ, NGINX.
• Experience in building REST API based microservices is required.
• Stronghold of data structures and multiple-threading/multiple-processing programming
• Excellent problem solving and troubleshooting skills is required
• Ability to communicate and discuss technical topics with technical audiences.
• Excellent understanding and knowledge of Software Engineering Concepts and Methodologies is required.
• Self-motivated with the ability to accomplish tasks with minimal direction

As a Technical Support Engineer, you will:

• To provide technical support via phone and web-based systems for customers based in SAARC, ME, and EMEA-based regions.
• Thorough analysis and investigation of customers' reported problems and provide turnkey solutions through debugging, packet captures, and traffic flow analysis, which may also involve reproducing customers' sophisticated network setup in the lab environment.
• Report and follow up with engineering and development to address and resolve product issues.
• Own and manage technical cases and recommend corrective actions based on troubleshooting and analysis.
• Running real-time phone or remote access sessions with customers.
• Develop core competency on Fortinet’s product line and technologies.

We Are Looking For:

• Network Security Expert (NSE7) or CCNA/CCNP certified.
• Good understanding of data networking protocols, specifically TCP/IP, routing, and switching fundamentals.
• Strong troubleshooting and problem-solving skills in various OSI layer protocols.
• Hands-on experience in IPsec, SSL, SD-WAN, authentication, WAF, VoIP, hardware redundancy, and dynamic routing protocols.
• Working knowledge of Linux OS, virtualization technologies, and cloud computing.
• Experience in Python or any similar language will be an added advantage.
• Exemplary skills in oral and written communication include the ability to speak clearly and persuasively, listen carefully to ensure a full understanding of the situation, and respond well to questions when dealing with both positive and negative situations.
• 4 or more years of experience in the computer networking or security industry.

As a ETAC Senior Engineer you will:

• Running real-time phone or remote access sessions with customers
• Provide direct technical web and telephone support to Fortinet customers.
• Support and troubleshooting on the wireless and switching range of Fortinet products.
• Collection, analysis and change recommendations of configuration information.
• Collection and analysis of customer network information.
• Collection and initial analysis of packet trace information
• Recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking, product knowledge, etc.
• Consultation of technical documentation, bulletins, and release notes for known problems.
• Reproduction of customer environments on lab equipment.
• Follow up on technical cases, including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case.

We Are Looking For:

• 5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
• Strong understanding of Wi-Fi 802.11 networks and 4G LTE experience.
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
• Experience with security products: firewalls, IPsec, IDS/IPS, and WIDS
• Strong troubleshooting and problem-solving skills.
• Extensive working knowledge of Windows, MACOs, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products, is desirable.
• Strong English skills both written and verbal.
• Positive, communicative, and customer-oriented attitude
• Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)
• Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security gateways, etc.)
• Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
• Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication, etc.)
• Knowledge of Linux, Perl Scripting, SQL, Python

As a Technical Support Engineer (ASE) you will:

• To provide technical support via phone and web-based systems for customers based in SAARC, ME, and EMEA-based regions.
• Thorough analysis and investigation of customers' reported problems and provide turnkey solutions through debugging, packet captures, and traffic flow analysis, which may also involve reproducing customers' sophisticated network setup in the lab environment.
• Report and follow up with engineering and development to address and resolve product issues.
• Own and manage technical cases and recommend corrective actions based on troubleshooting and analysis.
• Running real-time phone or remote access sessions with customers.
• Develop core competency on Fortinet’s product line and technologies.

We Are Looking For:

• 5 to 8 years of relevant experience in networking or security
• Good knowledge of the OSI model and TCP/IP protocol
• Administrative knowledge of Windows, Unix or Linux
• Proficient spoken and written English
• Positive, communicative and customer-oriented attitude
• Having any of industry certificates (FCNSA, CCNA)
• Basic experience with security devices (Firewalls, IPSs, Mail Security Gateways etc.)
• Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
• Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication etc.)
• Knowledge of database maintenance and SQL.