Technical Support Engineer

Fortinet

Join Fortinet as a FortiEDR Support Engineer in Herzliya, Israel. Engage in technical support with a collaborative, global team of experts to enhance customer experience.

Posted 6/4/2026full-timeHerzliya • 🇮🇱 IsraelMid-LevelSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

technical supportescalation engineeringIT operationstroubleshooting methodologiesoperating systemsnetwork protocolsnetwork structuressource code analysislog file analysisdump file analysis

Soft Skills

customer satisfactioncommunicationdocumentationproblem-solvingcollaborationknowledge sharinganalytical skillstechnical advising

Tools & Technologies

Google CloudAWSKnowledge Baseinternal tools

Certifications & Qualifications

GCP certificationAWS certification

Industry Keywords

technical advisorproduct qualityfield-related product issuescross-functional collaboration

Tech Stack

Tools & technologies

AWSCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

Serve as a trusted technical advisor, ensuring customer satisfaction and solution effectiveness.
Communicate clearly with both technical and non-technical stakeholders.
Document solutions, procedures, and known issues for internal and customer use.
Analyzing source code, log files, dump files, and network/endpoint traces to diagnose field-related product issues.
Enhancing internal tools and contributing to both internal and external Knowledge Base articles.
Troubleshooting complex technical challenges, documenting resolution methodologies, and sharing knowledge with the Support team to enhance their expertise.
Identifying product bugs and improvement opportunities, coordinating with development teams, and prioritizing resolutions to ensure a seamless customer experience.
Driving product quality forward, either independently or by facilitating cross-functional collaboration within the organization.

Requirements

What you’ll need

Bachelor's degree or demonstrable experience in a technical (Computer Science-related) field.
At least 3 years of experience in Technical Support, Escalation Engineering, or IT Operations.
Strong hands-on experience with operating systems and troubleshooting methodologies.
Familiarity with Cloud platforms (preferably Google Cloud, but AWS experience is also relevant); GCP or AWS certifications are an advantage.
In-depth knowledge of network protocols and structures.

Benefits

Comp & perks

Total Rewards package to support your overall health and financial well-being.