Senior Escalations Engineer - FortiSIEM

We are seeking a highly skilled Senior Escalations Engineer to join the FortiSIEM Escalations team. This role serves as the highest level of technical support, leading complex customer investigations, driving critical escalations to resolution, and acting as a technical authority across Support, Engineering, Product Management, and Sales. The ideal candidate combines deep technical expertise, strong customer advocacy, and relentless ownership of customer issues.

• Own and drive FortiSIEM customer escalations from initial engagement through final resolution.
• Investigate, troubleshoot, and resolve complex issues in customer production environments.
• Reproduce field-reported issues in lab environments and identify root causes.
• Lead technical troubleshooting sessions with enterprise customers and MSSPs worldwide.
• Provide expert guidance to Support, Engineering, Product Management, Sales, and Pre-Sales teams.
• Collaborate with Development teams on defect analysis, root-cause investigations, and corrective actions.
• Validate bug fixes and perform QA verification activities during product release cycles.
• Develop scripts, tools, and automation to improve troubleshooting efficiency and operational effectiveness.
• Document findings, best practices, and technical knowledge for internal and customer-facing teams.
• Mentor support engineers and contribute to technical enablement across the organization.

• 8+ years of enterprise technical support, escalation engineering, or systems engineering experience.
• 5+ years of hands‑on Linux administration and troubleshooting experience in production environments.
• Strong expertise in TCP/IP networking, including routing, switching, DNS, DHCP, VPNs, firewalls, and packet analysis.
• Experience troubleshooting distributed, multi-tier enterprise applications.
• Proficiency in scripting and automation using Bash, Python, or similar languages.
• Proven experience performing root‑cause analysis and driving critical customer escalations to resolution.
• Ability to analyze logs, system performance metrics, and database‑related issues.
• Strong verbal and written communication skills with experience interacting directly with enterprise customers.
• Ability to work independently, prioritize competing priorities, and perform effectively under pressure.

• Hands‑on experience with SIEM, log management, or cybersecurity platforms.
• Experience with FortiSIEM, Fortinet products, or competing SIEM solutions.
• Knowledge of PostgreSQL, Elasticsearch/Open Search, and distributed system architectures.
• Experience with virtualization technologies, cloud platforms (AWS, Azure, GCP), and containerized environments.
• Familiarity with MSSP environments and large‑scale enterprise deployments.
• Experience using packet capture and protocol analysis tools such as Wireshark and tcpdump.

• Strong customer‑first mindset with a sense of urgency.
• Exceptional analytical and problem‑solving skills.
• Self‑motivated, adaptable, and able to learn new technologies quickly.
• Passion for mentoring others and sharing technical knowledge.
• Demonstrated ownership, accountability, and persistence in resolving complex issues.

Must be authorized to work in the U.S. without sponsorship.

Bachelor's degree in Computer Science or Information Systems with a concentration in Information Technology or equivalent enterprise experience

The US base salary range for this full‑time position is $110,000-$134,000. Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time, as well as a comprehensive leave program.

Wage ranges are based on various factors, including the labour market, job…