Technical Support Specialist

4 weeks ago

Burnaby, British Columbia, Canada Fortinet Full time

Fortinet is seeking an experienced Technical Support Expert to join our team in Burnaby to provide exceptional customer service and technical assistance for our loyal customers.

The Support Expert will serve as an escalation point for Fortinet partners and will interface with QA and development to resolve customer issues and identify bugs through replication and testing.

Key Responsibilities:

  • Perform basic troubleshooting on core Fortinet products
  • Collect, analyze, and provide recommendations for configuration information
  • Collect and analyze customer system information
  • Recommend corrective actions based on analysis
  • Provide customer education where needed due to gaps in networking or product knowledge
  • Consult technical documentation, bulletins, and release notes for known problems
  • Reproduce customer environments on lab equipment, isolate and solve problems, and recommend potential new solutions
  • Follow up on technical cases, including proper escalation and management of the case until closure
  • Manage customer communications and expectations until case closure, conduct and lead customer management meetings regarding escalation

Required Experience:

  • 2+ years of experience in a technical support or system administration role in a networking/security company or equivalent education
  • 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
  • Previous call center experience, preferably supporting data networking products and/or security products
  • Strong communication skills, both written and verbal

Educational Requirements:

  • Bachelor's degree in Computer Science, Software Engineering, or a related field, or an equivalent combination of training and experience

Fortinet offers a comprehensive benefits package, including 100% company-paid medical, dental, and vision coverage, 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 various services, including counseling, legal advice, and mental health resources. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members.

Fortinet is an equal opportunities employer and encourages 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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