Fortinet Advanced Support Engineer 

Canada 

246730528

Responsibilities:

• As the primary post sales technical resource. A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways.
• Independently debug broad, complex, and unique networks with mixed media and protocols is required.
• Thrive in stressful environments and immediately be productive in troubleshooting and debugging issues.
• Act as a reliable go-to resource for difficult and complex escalations.
• Proactively review reports of software engineers.
• Facilitate root cause investigations and suggest implementation of corrective and preventative measures.
• Provide or suggest technical content improvement to customer-facing forums or other technical documentation.

Job Skills 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
• Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
• Strong troubleshooting and problem-solving skills
• Extensive working knowledge of Windows, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong English skills both written and verbal.

Qualifications - An engineer who:

• Is expert level of products and solution knowledge
• Troubleshoot new issues on-the-fly accurately and effectively
• Work lengthier escalations, manage independent lab design and reproduction without much guidance
• Consistently identify viable workarounds
• Proactively acquire in-depth troubleshooting and feature skills
• Proactively designs new teaching material and labs once new knowledge is acquired
• Thrive in stressful environments and immediately be productive in troubleshooting and debugging issues
• Excellent written and verbal communication skills

Experience and Education:

• Minimum of 4 years of experience in a technical support/post-sales role.
• Minimum Bachelor’s degree in Computer Science, Software Engineering, or an equivalent combination of training and experience related field.

Relevant Certifications:

• Good to have - NSE4-8, CCNA, CCNP, CCIE, AWS, Azure, Linux, ITIL v4