Fortinet Technical Support Engineer 

Mexico, Mexico City, Mexico City 

551620295

Job Duties and Responsibilities:

• Advanced troubleshooting on FORTIGATE products
• Collection, analysis, and change recommendations of configuration information.
• Collection and analysis of customer network information.
• Collection and initial analysis of packet trace information.
• Recommend corrective actions based on analysis,
• Manage customer communication and expectations until the closure of each case.
• Collaboratively work with peers within the post-sales and pre-sales teams of the organization, to work on initiatives which can help to give better service to our customers, partners, and the security community in general
• Honor SLA´s and metrics to achieve customer satisfaction.
• Manage customer communications and expectations until the closure of each case, conduct and lead customer management meetings regarding escalation.
• Complete internal training and fulfill certifications as required.
• Proper follow up of the organization compliance policy.
• Suggest areas for improvement in the ticket handling process.
• Deliver technical training to colleagues within the organization.
• Effective communication with other technical areas.

Job Experience / Abilities Required:

• Experience in a technical support role in a networking/security company or equivalent education
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Desirable experience with security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning
• Strong troubleshooting and problem-solving skills
• Working knowledge on Windows, UNIX, or Linux
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus. Ability to learn Portuguese within one year!
• Adaptable and flexible, operating in a fast-paced, dynamic environment.
• An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.
• Travel occasionally for short periods of time to take/provide training and special engagements
• Consultation of technical documentation, bulletins, and release notes for known problems
• Reproduction of customer environments on lab equipment
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Manage customer communication and expectations until the closure of each case
• Submit KB articles monthly to contribute with internal and external DB´s

This position is onsite CDMX