Position: REMOTE
Nationality: GC/USA
Job Type: PART TIME / FULL TIME
Windows Management Experts (WME) is seeking a suitable candidate for the position of FortiEDR/FortiMail Expert, who will be responsible for working as an integral part of the Support team, being the main link between Support and Product Development and developing and maintaining tools to accelerate customer ticket handling. This will involve a wide range of skills, including mentoring Support experts and reading log files/dump files/network traces/endpoint traces in order to track down field related product malfunctions, updating internal tools and writing internal and external Knowledge Base articles.
The candidate will also be responsible for analyzing and resolving complex and challenging issues, and communicating the methods used to the Support team to help them build on their skills. Where bugs or product improvements are identified, the candidate will be responsible for coordinating with the development organization and prioritizing the required work to ensure that the customers get their issues resolved in a timely manner. Ultimately, the candidate will have a large part in driving the quality of FortiEDR product forward, either by yourself or by coordinating activities of different departments in the business unit.
The candidate will also be part of a team building and maintaining tools which allow the Support organization to analyze data and diagnose problems quickly and efficiently. This will require being able to read, write and edit scripts, primarily in Python and Bash. Updating these tools to work with new iterations of our product releases, ensuring the high standards of Support, and that the Support organization can carry out their tasks efficiently and accurately.
WME will need excellent communication and interpersonal skills to be able to maintain high-quality customer experience. The individual must have technical expertise, passion for learning beyond their JDs and a thorough understanding of business processes.
Qualifications:
- Demonstrable experience in a technical (CS related) field or B.Sc.
- 5 years of experience in Technical Support/Escalation expert/IT-Ops role.
- Proven hands-on experience and understanding of operating systems.
- Good understanding of Shell scripting, Python scripting and/or scripting in another common language.
At least one of:
- Extended knowledge and experience with network protocol and structures.
- Ability to work with several interfaces in parallel and matrix management skills.
- Team player.
- Excellent analytical and problem-solving skills with a strong sense of customer commitment.
- High level of interpersonal skills.
Preferred Qualifications:
- GCP or AWS Certifications
- Experience with Virtual and/or Cloud based Environments (such as VMWareESXi, or Hyper-V, GCP and AWS.)
- Programming skills.
Core Values:
- Integrity (Doing What’s Right)
- Inclusion (Encouraging Diversity)
- Teamwork (Working Together)
- Excellence (Being Your Best)
- Accountability (Taking Personal Responsibility)
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
