Fortinet FortiEDR Support Engineer 

Israel 

200756290

As a
FortiEDR Support Engineer, you will be an integral part of our elite technical support organization, collaborating with a global team of experts across Engineering, QA, Security, and Product Support.

In this role, you will leverage a diverse skill set, including:

• Analyzing source code, log files, dump files, and network/endpoint traces to diagnose field-related product issues.
• Enhancing internal tools and contributing to both internal and external Knowledge Base articles.
• Troubleshooting complex technical challenges, documenting resolution methodologies, and sharing knowledge with the Support team to enhance their expertise.
• Identifying product bugs and improvement opportunities, coordinating with development teams, and prioritizing resolutions to ensure a seamless customer experience.
• Driving product quality forward, either independently or by facilitating cross-functional collaboration within the organization.

Qualifications:

• Bachelor's degree or demonstrable experience in a technical (Computer Science-related) field.
• At least 3 years of experience in Technical Support, Escalation Engineering, or IT Operations .
• Strong hands-on experience with operating systems and troubleshooting methodologies.
• Familiarity with Cloud platforms (preferably Google Cloud, but AWS experience is also relevant); GCP or AWS certifications are an advantage.
• Proficiency in Shell scripting and/or programming languages (Python preferred).

Preferred Skills & Advantages:

• In-depth knowledge of network protocols and structures .
• Ability to manage multiple tasks and stakeholders in a fast-paced, matrixed environment.
• Self-motivated, proactive, and eager to learn new technologies.
• Strong analytical and problem-solving skills with a customer-centric mindset.
• Experience with virtualization and cloud-based environments , including VMware ESXi, Hyper-V, GCP, and AWS .
• Adaptability to work with a wide range of environments and technologies.