Technical Support Engineer providing support for FortiGate and FortiAuthenticator. Collaborating with customers to resolve technical issues and ensure optimal product performance.
About the role
- Senior Product Support Engineer providing advanced technical support for data infrastructure products. Collaborating with engineering teams to resolve customer escalations and improve platform performance.
Responsibilities
- Own and drive resolution of escalated technical issues from Forward Engineering and direct enterprise customers
- Conduct deep-dive platform diagnostics including log analysis, distributed tracing, and performance profiling
- Reproduce, document, and file defect reports for engineering team prioritization
- Develop workarounds and interim fixes for critical customer-impacting issues
- Build internal knowledge base articles, runbooks, and troubleshooting guides from resolved escalations
- Participate in on-call rotation for Severity-1 production incidents at enterprise customers
- Collaborate with platform engineers on product improvements driven by support patterns
Requirements
- 5+ years experience in technical support, platform engineering, or site reliability for data infrastructure products
- Deep knowledge of Apache Spark, Trino, and Kubernetes-based data platform operations
- Experience troubleshooting authentication and authorization systems (Keycloak, Ranger, LDAP/AD)
- Proficient in log analysis, distributed tracing (Jaeger, OpenTelemetry), and performance diagnostics
- Strong communication skills for translating technical findings to both engineering and customer-facing teams
- Experience with enterprise customer support processes and SLA-driven escalation management
Benefits
- A collaborative team culture built on curiosity and respect
- Challenging work where your contributions clearly matter
- A leadership team that invests in learning and development
- The opportunity to work at the intersection of cloud, data, and AI innovation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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