Technical Support Expert

Posted 6 days ago

Job Details

Full Time

Location

Job Description

Description
Fortinet is looking for a Technical Support Expert - Endpoint Solutions to join our Burnaby office to provide exceptional customer service and technical help for our loyal customers. The Support Expert is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and testing.

Job Responsibilities:

• Basic troubleshooting on the core Fortinet products • FortiClient and Fortigate - collection, analysis and change recommendations of configuration information • Collection and analysis of customer system information • Recommend corrective actions based on analysis • Provide customer education where needed due to gaps in networking, product knowledge etc. • 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 • Follow up on technical cases including proper escalation and management of the case until case closure • Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
Job Experience Required:

• 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 • Experience with security products -firewalls, IDS/IPS, VPN, virus scanning -- endpoints and networking. • Strong troubleshooting and problem solving skills • Previous call center experience, preferably supporting endpoints and/or security products is desirable. • Strong communication skills, both written and verbal.
Educational Requirement:

• Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
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About Fortinet

Fortinet (NASDAQ: FTNT) is a worldwide provider of network security appliances and the market leader in unified threat management (UTM). Our products and subscription services provide broad, integrated and high-performance protection against dynamic security threats while simplifying the IT security infrastructure. Our customers include enterprises, service providers and government entities worldwide, including the majority of the 2010 Fortune Global 100. Fortinet’s flagship FortiGate product delivers ASIC-accelerated performance and integrates multiple layers of security designed to help protect against application and network threats. Fortinet’s broad product line goes beyond UTM to help secure the extended enterprise – from endpoints, to the perimeter and the core, including databases and applications. Fortinet is headquartered in Sunnyvale, Calif., with offices around the world.