Fortinet Technical Support Specialist 

Canada, Ontario, Ottawa 

9125994

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