Fortinet Senior Technical Support Engineer 

Canada, Ontario, Ottawa 

893182122

• Provide basic troubleshooting on the core Fortinet products - Fortigate
• 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

• Candidate with minimum 3 Plus years of experience in a technical support or system administration role in a networking/security company or equivalent education
• Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• Deep working knowledge of operating systems -- Windows, OSX, Linux
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches.
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem-solving skills
• Past experience using AI tools to help the effectiveness of your day-to-day activities
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Bilingualism in French is desirable
• Strong communication skills, both written and verbal