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Technical Support Specialist

3 months ago

Ottawa, Ontario, Canada Fortinet Full time


Fortinet is looking for Technical Support Engineers to join our growing team to provide exceptional customer service and technical help for our loyal customers.

The ideal candidates are not only technical, but also energetic and passionate about working for Fortinet and supporting our products.

This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.


Job Responsibilities

  • Provide direct technical web and telephone support to Fortinet customers including
  • Basic troubleshooting on the range of Fortinet Enhanced Technologies products including FortiMail, FortiVoice, FortiRecorder and FortiSandbox
  • Collection, analysis and change recommendations of configuration information
  • Collection and analysis of customer network information
  • Collection and initial analysis of packet trace 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
  • 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
    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, VoIP, messaging