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FortiEDR GATE Manager

Job Description:

As a FortiEDR Installer, you will be part of the top-notch technical support organization, working alongside our global exceptional team of professionals in Engineering, QA, Security, and Product Support. You will be 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 engineers, reading source code, log files, dump files, network, and endpoint traces in order to track down field related product malfunctions, updating internal tools, and writing internal and external Knowledge Base articles.

You will 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, you 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, you 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.

Required Skills:

  • Strong technical background in Microsoft technologies, Linux, and Mac.
  • Familiarity with Fortinet or any other cyber defense technology
  • Cybersecurity certifications are not mandatory but will be taken into account.
  • Rigorous and respectful of the process. Strong attention to detail.
  • Strong time management skills with the ability to multitasking
  • Information Security and operationally oriented mind-set
  • Team Spirit
  • Customer focus
  • Knowledge of security policies for information systems
  • Autonomous and self-organized
  • Analysis and synthesis skills
  • Drafting quality
  • Written communication and oral expression ( English is a must, Spanish/Portuguese is a bonus)
  • Bonus Skills:
    – IDS – SIEM – Log Management, Vulnerability scanning technologies, Ticketing system
    – Intrusion and Information system corruption techniques

Preferred Skills:

  • Professional with at least 3 to 5 years’ experience in the field service and also with customer relations.
  • Willingness to learn.
  • A degree in Computer Science or any Networking Certification would be a plus.
  • Must have knowledge and experience managing FortiEDR Technology


    • Security monitoring on FortiEDR technology
      – Investigates deeper on the detected behaviors when an incident identified by the technology.
      – Add context to the incident to understand the behavior, analyzing data from the tools in scope
      – Participates in crisis management by providing support to the incident handler
      – Tracks trends for metrics and reporting
      – Works on the decrease of false positives
      – Maintain the detection rules policies
    • Customer relation
      – Participates in recurrent meetings with the customer as the technical referent.
      – Provides recommendations or workarounds to the customer in order to reduce the business impact
      – Leads and participates in the continuous improvement of the service (detection level, process, operational procedures, service efficiency, service reporting)
      – Supports the customer for the remediation of incidents
      – Supports the manager for the reporting of the activity.
      – Onboarding/Offboarding of the resources
    • Continuous improvements
      – In charge of the improvement plan and development of process/procedure manuals and documentation
      – Participates in the improvement plan for service efficiency and detection rules.
      – Works independently to perform analyses and investigations
    • Learn new technologies & techniques to support Company security offerings to clients
      – We will provide training on the tools and processes for the success of your mission.
      – Target technologies – Fortinet, Microsoft Security Stack, Cymulate and etc.

    Due to the nature of cybersecurity business operations, there is the possibility that analysts will be required to work in alternate stand-by shifts, including week-ends and nights. This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation, and sustainable growth.


FortiEDR GATE Manager

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