Staff Technical Support Specialist
Share
Job Location:
Yearly Salary:
Posted on:
20 days ago
Vacancies:
1 Vacancy
Job Summary
Join Fortinet a cybersecurity pioneer with over two decades of excellence as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet our mission is to safeguard people devices and data everywhere. We are currently seeking a dynamic Staff Technical Support Specialist for our FortiEDR team to contribute to the success of our rapidly growing business.
As a Staff Technical Support Specialist you will be involved in:
- Troubleshooting Fortinets Endpoint Detection and Response product FortiEDR.
- Act as an escalation point for high profile cases and customers including proper management of the case until case closure.
- Collection analysis and change recommendations of configuration information.
- Recommend corrective actions based on analysis.
- Provide Customer education where needed due to gaps in networking product knowledge etc.
- Evolve into a subject matter expert on endpoint security including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.
- Consultation of technical documentation bulletins and release notes for known problems
- Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
- Remain up to date on security trends especially surrounding the endpoint market evolving zero-day attacks and TTPs.
- Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
- Contribute in publishing knowledge-based articles.
- Development deliver and maintain team training materials.
We are looking for:
- 7 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 macOS and Linux.
- Understanding how to collect OS level data within kernel and user space and how to leverage this data to pinpoint problems.
- Strong understanding of TCP/IP ARP DNS DHCP L2/L3 switches.
- Knowledge of TLS and public key infrastructure.
- Authentication protocols including SAML and Kerberos.
- Experience with security products -firewalls IDS/IPS VPN virus scanning.
- Understanding of security models and security frameworks such as MITRE ATT&CK and ISO 27001.
- Strong troubleshooting and problem-solving skills
- Previous call center experience preferably supporting data networking products and/or security products is desirable.
- Strong communication skills both written and verbal.
Bonus Points:
- Experience working with Kali Linux MetaSploit or other offensive security tools.
- Understanding of memory stack analysis through WinDBG.
- Experience working with advanced operating system debug tools such as Procmon System Informer LogMan strace and other advanced Unix and Windows troubleshooting tools.
- Certified with one or more of the following: FCP CCNA CCNP Azure eJPT PNPT CPTS CISSP Security OSCP.
About Our Team:
Join our team 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. We embrace Fortinets core values of openness teamwork and innovation fostering an environment where team members support each other share knowledge and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinets high standards of excellence in cybersecurity solutions.
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 you with your overall health and financial well-being. Embark on a challenging enjoyable and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660000 customers around the globe.
The Canada base salary range for this full-time position is expected to be between $100000 - $120000 annually. Wage ranges are based on various factors including the labour market job type and job level. Exact salary offers will be determined by factors such as the candidates subject knowledge skill level qualifications and experience.
Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical dental and vision coverage including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling legal advice mental health resources etc. We also provide critical illness disability and life insurance as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. 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.
All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at time of hire and annually at the Companys discretion.
Required Experience:
Staff IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
From the start, the Fortinet vision has been to deliver broad, truly integrated, high-performance security across the IT infrastructure. We provide top-rated network and content security, as well as secure access products that share intelligence and work together to form a cooperativ ... View more
