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Technical Support Engineer

Fortinet Inc

This is a Full-time position in Chicago, IL posted March 8, 2021.

Fortinet is looking for Technical Support Engineers to join our Chicago team to provide exceptional customer service and technical help for our loyal customers.

The ideal candidates are not only technical, but also energetic and passionate about working for Fortinet and supporting our products.

This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network operations and security.DescriptionThe Support Engineer fulfills a hybrid operations role that crosses the traditional boundaries between customer support and technical operations.

This role will start off with supporting Fortinet’s recent acquisition of Panopta, a leading infrastructure monitoring and incident management platform.

The platform is a highly technical product with a savvy, intelligent user base of IT professionals.

Over time, this will expand to include other Fortinet security software solutions and services.

In this role, you will be interacting directly with these customers to both help them make better use of our service as well as gathering feedback and recommendations for our product team to further enhance our offering.In this role, you’ll:* Support our customers Our interaction with customers is primarily through email, chat and phone calls.

You’ll be talking directly with customers, but won’t be handling the usual “password reset” requests
– the types of questions we receive generally revolve around deeper usage and best practices issues and often evolve into collaborative projects working with customers to extend our service to fit their needs.* Champion the needs of our customers Our product and service offering is heavily driven by customer requests and suggestions.

In this role, you will be in a position to distill customer feedback and push for additions and improvements that will better serve our entire customer base.* Be exposed to a wide range of technology Our monitoring system works with mainframes in a corporate datacenter to the latest cloud services at AWS and Azure, and everything in between.

You’ll get to learn about and work with each of these as part of your regular responsibilities.* Work closely with the rest of the team You will get a chance to work alongside engineering, marketing, sales and operations, sharing your experiences and learning from theirs.

This is a great opportunity for individuals who love technology and are looking to branch out and take on more responsibilities in a growing business unit within a larger company.Qualifications* Ability to speak clearly & confidently about technology and internet concepts and interact with technical customers via email, phone and chat* Familiarity and technical understanding of core Internet technology (DNS, HTTP, TCP/IP, routing, firewalls, etc.)* Deep experience running Linux or Unix in real-world production environments preferably at scale.

At least some level of experience with basic Windows operation and administration.* Light scripting experience with Python, Perl or Ruby and a tool-building mindset for developing the right scripts for client integration and automation* A team oriented attitude and interest in working closely with other groups in the company.* Strong organizational skills and the ability to properly prioritize operations, customer impacting issues and project tasks.Bonus points for experience working with other monitoring tools
– open source, commercial, or SaaS-based.Educational RequirementsBachelors degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable#LI-MG1

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