As a Staff Technical Support Specialist, you will be involved in:
- Troubleshooting Fortinet’s Endpoint Solutions EMS/EDR.
- Act as an escalation point for high profile cases and customers including proper management of the case until case closure.
- Collection, analysis and change recommendations of configuration information.
- Recommend corrective actions based on analysis.
- Provide Customer education where needed due to gaps in networking, product knowledge etc.
- Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.
- Consultation of technical documentation, bulletins and release notes for known problems
- Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
- Remain up to date on security trends, especially surrounding the endpoint market, evolving zero-day attacks and TTP’s.
- Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
- Contribute in publishing knowledge-based articles.
Development, deliver and maintain team training materials.
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We are looking for:
Bonus Points:
- Experience working with Kali Linux, MetaSploit or other offensive security tools.
- Understanding of memory stack analysis through WinDBG.
- Experience working with advanced operating system debug tools such as Procmon, System Informer LogMan, strace and other advanced Unix and Windows troubleshooting tools.
- Certified with one or more of the following: FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.
