Fortinet Technical Support Specialist 

Canada, British Columbia, Burnaby 

253588290

As a Technical Support Specialist, you will be involved in:

• Troubleshooting Fortinet’s Endpoint Detection and Response product, FortiEDR.
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer system information
• Recommend corrective actions based on analysis
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• Consultation of technical documentation, bulletins and release notes for known problems
• Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
• Contribute in publishing knowledge-based articles.

We are looking for:

• 3+ years of experience in a technical support or system administration role in a networking/security company or equivalent education
• Deep working knowledge of operating systems -- Windows, macOS and Linux
• Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches.
• Knowledge of TLS and public key infrastructure.
• Authentication protocols including SAML and Kerberos.
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem-solving skills
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong communication skills, both written and verbal.

Bonus Points:

• Experience working with Kali Linux, MetaSploit or other offensive security tools.
• Understanding of memory stack analysis through WinDBG.
• Experience working with Process Monitor (Procmon), LogMan, strace and advanced Unix and Windows troubleshooting tools.
• Certified with one or more of the following: CCNA, CCNP, Azure, AWS, eJPT, PNPT, CPTS.

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.

The Canada base salary range for this full-time position is expected to be between $74,000- $100,000 annually. 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, and experience.