Senior Escalations Engineer

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.

Responsibilities

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• Hands-on experience with SIEM, log management, or cybersecurity platforms.

• Experience with FortiSIEM, Fortinet products, or competing SIEM solutions.

• Knowledge of PostgreSQL, Elasticsearch/OpenSearch, 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.

Key Attributes

• 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.

Education

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 type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at the time of hire and annually at the Company’s discretion.

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

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 890,000+ customers around the globe.

About Our Team:

Join our team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet’s core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. 

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.