As a Technical Support Engineer, you will:
- 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
Why Join Us:
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.