Advanced Support Engineer
4주전에
Location: Korea (Seoul)
Role Overview:
Fortinet is growing and we are expanding our APAC technical support teams, we are looking for a passionate Advanced Services Engineer to deliver technical support excellence to high profile customers within the APAC region.
We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers.
As a member of the Advanced Services Team, you will build and maintain a long-term technical relationship with your premium customers, while providing best in class technical solutions. You will work with research and development groups, sales teams and regional support teams in a fast paced environment.
For this position, you have to demonstrate experience in participating in the post-sales support escalation processes, which includes pre-sales experience, as well as strong customer facing skills particular in the telco and large enterprise space.
All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.
Responsibilities:
Advanced troubleshooting on the full range of Fortinet products. Track, maintain and prioritize technical cases including proper escalation until case closure. Take initiatives and ownership of customer incidents to drive for timely resolutions. Manage customer communications and expectations until the closure of each case. Build and maintain a long-term technical relationship with your customers. Participate in customer conference calls or face to face customer meetings to discuss technical issues. Reproduce customer environments on lab equipment, recommend potential new solutions. Produce reports to summarize service activity and performance. Report Software/Hardware related issues to R&D department and assure follow-up. Develop best practices deployment and troubleshooting documentation. Create technical documentation and bulletins to improve internal and external knowledge base.Requirements:
4-6 years of experience in customer facing roles. Development skills following industry standard development methodologies. Strong troubleshooting and problem-solving skill. Deep working knowledge of Linux or Unix. FSOAR or other SOAR product experience is advantageous Very good presentation and technical documentation skills. Ability to adapt seamlessly to shifting priorities, demands and timelines. Positive customer service attitude with very good soft skills. Strong commitment and self-driven individual. Ability to work independently and to collaborate with cross-functional team. Ability and desire to learn new languages and technologies. Working understanding of common network topologies and hardware such as firewalls, load balancers and servers. Experience with network engineering teams, security teams or operations teams to define requirements for software solution to aid deployments /upgrades /changes /maintenance activities. Background in software design/architecture, OOP, object and data modelling. Experience in developing and improving tools to support operations and maintenance projects. Supports projects related to network and security automation. Experience in infrastructure and automation processes and tools: Ansible, Terraform, Netconf/Restconf, YANG, YML, and Puppet. Experience in common continuous integration tools such as GitLab, Jenkins, or Buddy. Strong experience in programming languages such as Python, Java, PHP, Perl, Bash, C#. Hands-on experience using RDBMS, and NoSQL databases. Experience developing, using and integrating REST API’s. Experience in container technologies such as Docker and container orchestration platforms like Kubernetes. Strong experience with at least one major Cloud infrastructure (AWS, Azure, GCP, Openstack). Exposed to security challenges (identification, resolution) such as system vulnerabilities (e.g. CVE). Understanding of security and compliance requirements such as NIST or ISO2701/2702. Exposure to forensic analysis or pen testing, security assessment or auditing following industry standards. Experience in cybersecurity product development or integration (e.g. playbooks, connectors) Incident response, intrusion prevention experience as part of a SOC or security analyst team. Hands-on experience in orchestration and automation in context such as ZTP/ZTD projects or mass rollout projects. Familiar with security elements such as IDPS, EDR, SIEM or SOAR systems. Exposure to FortiManager and FortiGate API and/or FortiSIEM systems.-
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