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Technical Support Expert

4 months ago

Burnaby, Canada Fortinet Full time
Description
Fortinet is looking for an experienced Technical Support Expert to join our Burnaby office to provide exceptional customer service and technical help for our loyal customers.

You are familiar with the Security Operation Center environment and know well how to deploy and customize SOC tools, including implementing all the integrations required to make the job of SOC Analysts effective. You are able to design scripts to accomplish a wide variety of tasks and are able to implement and customize the automation of responses to security threats.

You are able to assess the needs of a SOC environment and provide advice as to what steps should be taken to outfit a SOC environment.

FortiSOAR -- Security Orchestration Automation and Response

You would provide support as part of two related services we offer to our customers who purchase FortiSOAR - www.fortinet.com/products/fortisoar
•Best Practices Service
Advise customers on best practices as to how to deploy FortiSOAR in their SOC environment. Show them the general principles by offering demonstrations and guiding to relative best practice information. •Technical Support
Help troubleshoot problems that arise as the product is used, be it data ingestion or playbook execution. If a bug is identified, work closely with QA and Development teams to resolve it.
Job Responsibilities:
  • •Provide direct technical web and telephone support •Troubleshoot FortiSOAR •Guide customer in assessment of what is needed to effectively use FortiSOAR using best practices based upon an understanding of their environment •Demonstrate product features and design principles •Provide input into the development and improvement of technical documentation •Reproduce customer environments using lab equipment and report bugs •Recommend alternative solutions or workarounds •Manage cases until case closure, taking the initiative to follow up internally as required to obtain changes or solutions needed to resolve the customer's issue •Provide knowledge transfer to peers

Job Experience Required:
  • •4+ years' experience in a security analyst, support or SOC role (or equivalent) •Experience interacting with APIs, particularly for automated ingestion of data and triggering responses. Familiar with the use of connectors to integrate with other products. •Strong troubleshooting and problem-solving skills •Previous experience providing technical support, preferably in network security / SOC environment •Comfortable working on and having strong understanding of Unix OS. Preferably Unix/Linux administration responsibilities (e.g., using YAML to update components) and troubleshooting (system files, processes, permissions). •In-depth experience with 1 or more SOAR or SIEM tools •Ability to automate cyber security processes through scripting and tools based upon repeatable workflows by designing playbooks •Know how to tune SOC tools to meet security objectives •Strong English skills both written and verbal.

Experience in any of the following areas would be an asset:
  • •SQL Database structure & queries •Python scripting using tools like Jinja •VM/Cloud Environments (preferably VMWare, AWS) •Fortinet product experience

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