Senior Escalations Engineer
il y a 4 jours
Daily Duties:
- Handle FortiSIEM cloud customer case escalations - troubleshoot the problem using cloud technologies, reproduce the problem in-house and find the root cause
- Work with FortiSIEM engineering team to find a solution and file bugs as necessary
- Handle FortiSIEM on-prem customer case escalations
- Work with FortiSIEM engineering team to develop patches for FortiSIEM on-prem customer issues and deploy patches in customer environment
- Manage own escalation queue and bug management system
- Help FortiSIEM QA team to run test cases during the release process.
- Remain up to date with cloud-based technologies
- Prioritize business critical customer escalated cases
Education and Background:
- Bachelor’s degree in engineering, computer science, or any related fields
**Skills**:
- 3+ years of intermediate to advanced knowledge with cloud-based environments and platforms (eg. FortiSIEM or any other cloud based SIEM products)
- Working knowledge of Linux Administration and ability to problem solve on Linux platforms
- Working knowledge of database queries to identify problems and provide resolution
- Ability to recognize business critical environments and provide solutions prioritizing business uptime.
- Ability to read and write scripts in native shell and other non-platform specific languages (ie. python, sql, java script, etc)
- Ability to demonstration leadership and discipline in order to add to the team’s success
- Ability to communicate in a clear and concise fashion
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