Act as an escalation point for high profile cases and customers including proper management of the case until case closure.
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Collection, analysis and change recommendations of configuration information.
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Recommend corrective actions based on analysis.
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Provide Customer education where needed due to gaps in networking, product knowledge etc.
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Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.
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Consultation of technical documentation, bulletins and release notes for known problems
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Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
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Remain up to date on security trends, especially surrounding the endpoint market, evolving zero-day attacks and TTP’s.
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Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
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Contribute in publishing knowledge-based articles.
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Development, deliver and maintain team training materials.
We are looking for:
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Experience in a technical support or system administration role in a networking/security company or equivalent education.
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Deep working knowledge of operating systems – Windows, macOS and Linux.
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Understanding how to collect OS level data within kernel and user space, and how to leverage this data to pinpoint problems.
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Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches.
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Knowledge of TLS and public key infrastructure.
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Authentication protocols including SAML and Kerberos.
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Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
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Understanding of security models and security frameworks such as MITRE ATT&CK and ISO 27001.
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Strong troubleshooting and problem-solving skills
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Previous call center experience, preferably supporting data networking products and/or security products is desirable.
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Strong communication skills, both written and verbal.
Bonus Points:
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Experience working with Kali Linux, MetaSploit or other offensive security tools.
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Understanding of memory stack analysis through WinDBG.
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Experience working with advanced operating system debug tools such as Procmon, System Informer LogMan, strace and other advanced Unix and Windows troubleshooting tools.
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Certified with one or more of the following: FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.