Fortinet Technical Support Specialist 

Canada, British Columbia, Burnaby 

454418127

Job Responsibilities:

• Provide direct technical web and telephone support
• Ensure that reported issues are well understood and the needed information is collected
• Troubleshooting FortiAnalyzer and FortiManager
• Recommend corrective actions based on analysis of collected information
• Provide Customer education where needed due to gaps in networking, product knowledge etc...
• Consult technical documentation, bulletins and release notes for known problems
• Reproduce customer environments using lab equipment and report bugs
• Recommend alternative solutions or workarounds
• Manage cases until case closure, taking the initiative to follow up internally as required to obtain changes or solutions needed to resolve the customer's issue
• Manage customer communications and expectations until the closure of each case
• Provide knowledge transfer to peer engineers

Job Experience Required:

• 4+ years' 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 (especially firewalls and VPN gateways)
• Strong troubleshooting and problem-solving skills
• Previous experience providing technical support, preferably supporting data networking products and/or security products.
• Strong English skills both written and verbal.

Experience in any of the following areas would be an asset:

• Centralized Configuration Management Tools
• SQL syntax & select statement design
• VM/Cloud Environments
• Linux administration (e.g., using YAML to update components) and troubleshooting (system files, processes, permissions).

Educational Requirement:

• Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

The Canada base salary range for this full-time position is expected to be between $74,000 - $110,000 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.