Technical Support Specialist

4 weeks ago

Ottawa, Ontario, Canada Fortinet Full time
Technical Support Engineer

Fortinet is seeking a highly skilled Technical Support Engineer to join our Ottawa office. As a key member of our team, you will provide exceptional customer service and technical support for our loyal customers, contributing to the success of our rapidly growing business.

Key Responsibilities:

  • Provide advanced troubleshooting and technical support for Fortinet products, including Fortigate.
  • Analyze and resolve complex technical issues, collaborating with QA and development teams as needed.
  • Develop and maintain technical documentation, ensuring accurate and up-to-date information for customers and internal teams.
  • Consult with customers to understand their technical needs and provide tailored solutions.
  • Collaborate with internal teams to identify and resolve technical issues, ensuring seamless customer experience.
  • Manage customer communications and expectations, ensuring timely resolution of technical cases.

Requirements:

  • Minimum 3+ 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 a related field, or an equivalent combination of training and experience.
  • Deep knowledge of operating systems, including Windows, OSX, and Linux.
  • Strong understanding of TCP/IP, routing protocols, L2/L3 switches, and security products, including firewalls, IDS/IPS, VPN, and virus scanning.
  • Strong troubleshooting and problem-solving skills, with experience using AI tools to enhance technical support.
  • 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.

About Our Team:

Fortinet's TAC Ottawa team is known for its collaborative ethos, working seamlessly with global customers, internal engineering teams, and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction.

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 your overall health and financial well-being.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet, bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

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