Customer Support and Case Management. Providing technical support for Forti. SIEM 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 Forti. SIEM 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 (P 1) 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 (v. Sphere, 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), 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 24 x 7 operation support environments. Experience supported regulated or HA environments preferred. Education. Bachelor’s degree in Computer Science or Information Systems with a concentration in Information Technology or equivalent enterprise experience.