Fortinet is looking for an experienced Technical Support Expert to join our Burnaby office to provide exceptional customer service and technical help for our loyal customers.
The candidate would join our support team that specializes in supporting the following Centralized Management & SOC Solutions from Fortinet:
•FortiAnalyzer -- Centralized Logging & Reporting •FortiManager -- Centralized Configuration Management
The Support Expert will also interface with our QA and software development team to solve customer problems and identify bugs through replication and testing. Wherever possible, the products supported will be actively promoted while looking out for ways that Fortinet can improve both products and documentation.
The ideal candidate is 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 •Ensure that reported issues are well understood and the needed information is collected •Troubleshoot 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
Software and Programming Information Technology