Staff Technical Support Engineer (FortiSIEM)

Fortinet•Sunnyvale, CA

7h•$110,000 - $134,000•Onsite

About The Position

The Fortinet Team is seeking a highly technical Staff Technical Support Engineer for FortiSIEM team. A FortiSIEM Technical Support Engineer is responsible for providing advanced technical support by troubleshooting and resolving problems for enterprise customers on the FortiSIEM platform. This role directly supports mission-critical customer environments and requires strong expertise in Linux, Windows, networking, virtualization, security technologies within enterprise infrastructure operations.

Requirements

Strong background with Enterprise-level experience for Linux and Windows administration: Installation, configure, patching, upgrading and maintenance for enterprise RHEL, Ubuntu, Rocky (preferred), SUSE, Windows Server 2016 – 2025
Enterprise level experience with virtualization technologies: Hypervisors: Proxmox, KVM, Nutanix, Xen, VMware (vSphere, Esxi), Hyper-V
Strong understanding of: OSI layers (1-7), TCP/IP Networking, Routing and switching Fundamentals, Firewalls, VPN technologies
Network Security concepts: IDS/IPS Systems
Practical applied knowledge of different communication and system protocols: ssh, telnet, ldap(s), http(s), ssl/tls, smtp, snmp, vnc, rdp, dns, wmi, omi,
Practical experience with Data platform technologies: Elasticsearch: install, configure, maintain, Clickhouse: install, configure, maintain
Strong knowledge of SIEM along with Security and Compliance practices and protocols.
Knowledge of security vulnerabilities and how to mitigate known vulnerabilities
Knowledge and understanding of cloud-based deployments/infrastructure: AWS, Azure, GCP, Along with Cloud networking, security, hybrid deployments
Strong Troubleshooting and analytical skills
Strong documentation discipline
Effective time management and prioritization discipline
Excellent written and verbal communication skills
Ability to de-escalate and perform under pressure during client outages and incidents
Ability to work both independently and collaboratively
Ability to be on-site 5 days a week for a block of 6 hours.

Nice To Haves

Knowledge about infrastructure optimization and capacity planning is a plus
Ability to understand basic scripting and coding is a plus: Bash, Python (2.7 – 3.14), Expect, JavaScript, PowerShell, C++, Java
1 year of Software Development is a plus
Experience in 24x7 operation support environments
Experience supported regulated or HA environments preferred

Responsibilities

Providing technical support for FortiSIEM customers through voice calls, email, and support ticket system
Manage support cases through full lifecycle ownership: Troubleshooting, Collect and analyze configuration, deployment, client infrastructure/topology, and FortiSIEM Logs, Reproduction of customer environment using in-house lab equipment, Providing solutions through collected detail and analysis, Ability to perform live troubleshooting with customers on production environments
Ensure customer expectations are set, and constantly managed and met
High level ability to judge when escalations to senior Support engineers are necessary
Able to take weekend on-call issues (P1) when scheduled to do so
Identity, Investigate, and document, product and interoperability, issues.
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