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Senior Technical Support Expert (FortiSIEM)


This is a Contract position in Chilliwack, ia posted October 8, 2021.

Job Responsibilities As one of the senior engineers on the FortiSIEM Support team, you’ll be working with your Support colleagues, Engineering, customers, and Support leadership to expedite resolution of customer cases.

As such, you will be doing the following.

Be a senior technical leader in FortiSIEM ETAC, providing technical coaching and review to others on the team Serve as a senior technical liaison with FortiSIEM Engineering Work with customers to resolve their most challenging troubleshooting situations, by phone, video teleconference, and email Manage customer communications and expectations until the closure of each case Work with the FortiSIEM Support leadership team to develop and implement team training plans Recommend product serviceability improvements Job Skills Required Minimum 3 years of experience with FortiSIEM, preferably with responsibility for both using and administering the system Excellent general understanding of SIEM, logging and log aggregation, SNMP, and SIEM integration Strong understanding of relational database concepts, schema design, and SQL Experience with Elasticsearch Thorough understanding of the IP protocol stack from the Internet (Network) layer through the Application layer, with specific emphasis on routing protocols and SNMP Extensive experience with Linux network and systems administration Good working knowledge of Windows network and systems administration Experience with virtualization and cloud platforms Superlative troubleshooting skills Experience with network security, including firewalls, IDS and IPS, and VPN technologies Good working knowledge of any C-based language or Java Experience with scripting languages (e.g., Python, php, shell, perl) a plus Fluency in spoken and written English Educational and Work Experience At least 8 years of relevant industry experience At least 5 years of network support experience (NOC, SOC, tech support) At least 3 years of experience in software development Bachelor’s degree in computer science, computer or software engineering, or related field, or equivalent experience