Technical Support Engineer

In this very technical, and highly visible role, you will be the primary technical contact delivering technical support for premium customers for the chassis-based, ultra high-end FortiGate solutions.

Responsibilities :

• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and analysis of packet trace information
• Recommend actions based on analysis
• Installation and configuration assistance
• Reproduction of customer environments on lab equipment
• Follow up technical cases and manage the right expectation until the closure of the cases
• Conduct status conference calls with customers to report status of open issues and projects.
• Work closely and provide direct technical email and phone support to our customers in the America’s Region (Canada, US)
• Work with customers via phone, remote meeting sessions, ticket system, taking over night calls / escalations (scheduled)
• Taking On-call P1 / System down issues for the weekend (scheduled)

Required Skills

• Minimum 1-2 years of relevant professional experience preferably in the network industry
• Must possess strong network security and routing experience.
• Exceptional customer service orientation and strong communication skills.
• Unix / Gnu-Linux (administrative level)
• Windows (administrative level), Windows Server
• FortiGate FortiOS(NSE certifications additional plus)
• Various Routers / Switches (Cisco CatOs, Cisco IOS, JunOS, PanOS, etc.)
• Vulnerability scanners (nessus, FireSIGHT, Qualys, etc)
• Cloud Applications (AWS, Box, Google Apps, Office 365, Okta, Salesforce, etc)
• Practical Hands-on knowledge of protocols and applications and ability to debug ISO Layers 1-7 RPC, TCP, UDP, SMTP, SNMP, WMI, RDP, SSH, TLS, SSL, HTTP, HTTPS, Proxy, IPS, ISA, NFS, SAN, NAS, etc.
• Prefer candidates with CCNA, CCNP, CCIE, JNCIP / S equivalent.
• Also prefer candidates with scripting experience for Java Scripts (to see how to debug), exp, sh, python, XML, html

Educational Requirements

Bachelor’s degree and / or relevant experience

Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program.

Wage ranges are based on various factors including the labor market, job type, and job level. On target earnings for this position is expected to be $80,000 - $110,000 per year.

Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

All roles are eligible to participate in the Fortinet equity program, and this position is also eligible for commissions based on the terms of the Sales Compensation Plan.

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 660,000+ customers around the globe.

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