Fortinet Staff Technical Support Engineer 

United States 

39483617

- United States

• Provide in-depth technical support to Lacework customers
• Partner closely with our customer success, sales and engineering teams to provide a world class customer experience
• Act as a technical expert while providing customers with best practices to maximize usage of the Lacework Polygraph platform
• Identify bugs and gaps in the platform and work with engineering and product teams to resolve these issues
• Advocate for the customer and their needs within Lacework
• Handle and prioritize customer escalations to ensure a timely resolution while keeping the customer informed
• Create internal and external knowledge base articles to enable customers and drive faster issue resolution times
• Previous experience in an enterprise technical support team or similar customer facing role
• Strong written and verbal customer service communication skills
• Experience resolving complex customer issues and prioritizing escalations
• Experience with SaaS products and/or supporting SaaS based products
• Experience with at least one cloud platform: AWS, GCP, Azure
• Strong knowledge of Linux and/or Windows platforms with the ability to identify and resolve OS level issues
• Strong knowledge of networking topics
• Experience with reading/debugging at least one of the following languages: Java, Go, Python
• Experience reading/debugging SQL
• Experience with container and/or container orchestration technologies
• Desire to learn new technologies and challenges they are presented with
• Must be available to work some weekends/holidays
• Experience with cloud based security
• Experience managing requests via a ticketing platform
• Experience with DevOps best practices, (CI/CD, builds, deployments)
• Experience with IAC and automation technologies (terraform, chef, puppet, ansible, etc.)
• AWS, Azure, GCP certifications