Fortinet Technical Support Engineer 

Czechia 

752527976

Responsibilities:

1. Provide in-depth technical support to Lacework customers
2. Partner closely with our customer success, sales and engineering teams to provide a world class customer experience
3. Act as a technical expert while providing customers with best practices to maximize usage of the Lacework Polygraph platform
4. Identify bugs and gaps in the platform and work with engineering and product teams to resolve these issues
5. Advocate for the customer and their needs within Lacework
6. Handle and prioritize customer escalations to ensure a timely resolution while keeping the customer informed
7. Create internal and external knowledge base articles to enable customers and drive faster issue resolution times

Requirements:

1. Previous experience in an enterprise technical support team or similar customer facing role
2. Strong written and verbal customer service communication skills
3. Experience resolving complex customer issues and prioritizing escalations
4. Experience with SaaS products and/or supporting SaaS based products
5. Experience with at least one cloud platform: AWS, GCP, Azure
6. Strong knowledge of Linux and/or Windows platforms with the ability to identify and resolve OS level issues
7. Strong knowledge of networking topics
8. Experience with reading/debugging at least one of the following languages: Java, Go, Python
9. Experience reading/debugging SQL
10. Experience with container and/or container orchestration technologies
11. Desire to learn new technologies and challenges they are presented with
12. Must be available to work some weekends/holidays
13. Experience with cloud based security
14. Experience managing requests via a ticketing platform (Zendesk)
15. Experience with DevOps best practices, (CI/CD, builds, deployments)
16. Experience with IAC and automation technologies (terraform, chef, puppet, ansible, etc.)
17. AWS, Azure, GCP certifications