Technical Support Engineer

1 month ago


Burnaby, British Columbia, Canada Fortinet Full time
Job Summary

Fortinet is seeking an experienced technical support specialist to join our team in Burnaby. As a key member of our support team, you will provide exceptional customer service and technical assistance to our customers.

The ideal candidate will have a strong understanding of TCP/IP, routing protocols, and L2/L3 switches, as well as experience with security products, particularly firewalls and VPN gateways.

Key Responsibilities
  • Provide direct technical support via web and telephone
  • Troubleshoot FortiAnalyzer and FortiManager
  • Recommend corrective actions based on analysis of collected information
  • Provide customer education on networking and product knowledge
  • Consult technical documentation and bulletins for known problems
  • Reproduce customer environments using lab equipment and report bugs
  • Recommend alternative solutions or workarounds
  • Manage cases until closure, following up internally as needed
  • Manage customer communications and expectations
  • Provide knowledge transfer to peer engineers
Requirements
  • 4+ years' experience in a technical support role in a networking/security company or equivalent education
  • Strong understanding of TCP/IP, routing protocols, and L2/L3 switches
  • Experience with security products, particularly firewalls and VPN gateways
  • Strong troubleshooting and problem-solving skills
  • Previous experience providing technical support, preferably in data networking products and/or security products
  • Strong English skills, both written and verbal
Preferred Qualifications
  • Experience with Centralized Configuration Management Tools
  • SQL syntax and select statement design
  • VM/Cloud Environments
  • Linux administration and troubleshooting
Benefits

Fortinet offers a comprehensive benefits package, including 100% company-paid medical, dental, and vision coverage, as well as a Health Spending Account and a Personal Spending Account.

We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match.

Our Employee & Family Assistance Plan (EFAP) offers access to counseling, legal advice, and mental health resources.

We offer competitive Paid Time Off and flexible leave policies, including paid health days.

All roles are eligible to participate in the Fortinet equity program.

Bonus eligibility is reviewed at time of hire and annually at the Company's discretion.



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