Senior Technical Support Specialist
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Job Location:
Yearly Salary:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Fortinet is looking for an experienced technical support Specialist to join our Ottawa On 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 engineer 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.
As a Senior Technical Support Specialist you will:
- Provide direct technical web and telephone support
- Ensure that reported issues are well understood and the needed information is collected
- Troubleshooting 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 customers issue
- Manage customer communications and expectations until the closure of each case
- Provide knowledge transfer to peer engineers
We are Looking for:
- 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.
Good to Have:
- 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:
- Bachelors degree in computer science Software Engineering or related field or an equivalent combination of training and experience is desirable
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 counselling 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 the time of hire and annually at the Companys discretion.
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 $86000 - $106000 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.
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:
Senior 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
