Job Title: Fortinet SD-WAN Support Engineer (L2)
Location: Bangalore
Job Summary:
The Fortinet SD-WAN Support Engineer (L2) will provide advanced technical support for Fortinet's SD-WAN solutions, ensuring high availability, performance, and security of the network for enterprise customers. The role involves handling complex issues, troubleshooting, optimization, and configuration tasks, as well as mentoring lower-tier engineers. You will work closely with customers, internal teams, and Fortinet support to resolve high-impact issues and provide expert guidance.
Key Responsibilities:
- Provide L2 Technical Support: Manage complex troubleshooting and provide deep-dive analysis to resolve critical issues within Fortinet's SD-WAN environment, including routing, traffic steering, and security policies.
- Advanced Configuration & Optimization: Perform advanced configuration, fine-tuning, and optimization of Fortinet SD-WAN deployments to ensure optimal performance, reliability, and scalability.
- Incident Management: Lead resolution of critical incidents, coordinate across teams, and engage with Fortinet TAC (Technical Assistance Center) if required for bug fixes or firmware issues.
- Performance Monitoring & Reporting: Monitor SD-WAN performance using Forti Manager/Forti Analyzer or other tools and provide regular reports to customers on uptime, latency, and traffic patterns.
- Firewall & Security Integration: Integrate SD-WAN configurations with security policies, including NGFW (Next-Generation Firewall) features, UTM, IPSec VPNs, and SSL VPNs.
- Documentation & Knowledge Transfer: Create and maintain detailed technical documentation for customer environments, configurations, and issue resolutions. Provide technical guidance and mentoring to L1/L2 engineers.
- Customer Engagement: Communicate technical solutions and complex issues clearly to clients and stakeholders. Lead discussions for improvement opportunities, network redesigns, and expansions.
- Compliance & Best Practices: Ensure SD-WAN deployments comply with industry best practices, customer security policies, and regulations.
- Firmware & Patch Management: Oversee and advise on the appropriate timing of firmware and patch updates to FortiGate appliances to minimize disruption and resolve known issues.
Required Qualifications:
- Fortinet Certifications: CCNA, CCNP Fortinet NSE 4 training/certification
- Experience: 5+ years of experience in network engineering/support, with at least 2+ years in Fortinet firewall implementation and troubleshooting.
- Technical Skills:
- Advanced expertise with FortiGate, Forti Manager, Forti Analyzer, and SD-WAN feature sets.
- In-depth understanding of SD-WAN concepts such as dynamic path selection, link monitoring, and SLA-based traffic routing.
- Proficiency in network protocols (BGP, OSPF, MPLS, VPN, IPSec).
- Strong knowledge of Fortinet security services, including firewall policies, UTM (Unified Threat Management), and IPS (Intrusion Prevention System).
- Solid understanding of QoS, traffic shaping, WAN optimization.
Soft Skills:
- Strong problem-solving abilities with a proactive mindset.
- Excellent communication skills for both technical and non-technical stakeholders.
- Ability to work under pressure and handle escalations effectively.
- Strong organizational skills with the ability to manage multiple projects simultaneously.
- Team player with mentoring capabilities.
Preferred Qualifications:
- Prior experience working in a Managed Service Provider (MSP) environment.
- Exposure to multi-vendor SD-WAN solutions.
- ITIL certification for handling incidents and service requests.
