Senior Escalations Engineer - FortiSIEM

Job description

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. 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.

Job Responsibilities

Customer

• Support and Case Management 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.

Write knowledgebase articles

Job Skills

Required

• 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 Knowledge about infrastructure optimization and capacity planning is a plus
• 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
• Ability to understand basic scripting and coding is a plus Bash, Python (2.7 – 3.14), Expect, JavaScript, PowerShell C++, Java
• 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.
• Work Experience At least 6 - 8 years of relevant industry experience At least 3 - 4 years of network support experience (NOC, SOC, support)
• 1 year of Software Development is a plus Experience in 24x7 operation support environments Experience supported regulated or HA environments preferred
• Must be authorized to work in the U.S. without sponsorship.

Education

Bachelor’s degree in Computer Science or Information Systems with a concentration in Information Technology or equivalent enterprise experience The US base salary range for this full-time position is $110,000-$134,000. Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time, as well as a comprehensive leave program.

Wage ranges are based on various factors, including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location. All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at the time of hire and annually at the Company’s discretion.

Why Join Us

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 890,000+ customers around the globe.

About Our Team

Join our team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet’s core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges.

Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions.

Why Join Us

Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.