Technical Support Specialist

Job summary

Provide direct technical support for Fortinet's centralized management and SOC solutions via web and telephone. Manage customer cases from initiation to closure while collaborating with internal engineering teams to replicate issues and identify bugs.

Job details

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 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 customer's 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: * Bachelor’s 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. This job posting represents an existing vacancy. All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at the time of hire and annually at the Company’s 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 Fortinet’s 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 Fortinet’s 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 660,000+ customers around the globe.

What you’ll do

Provide direct technical support for Fortinet's centralized management and SOC solutions via web and telephone. Manage customer cases from initiation to closure while collaborating with internal engineering teams to replicate issues and identify bugs.

Requirements

Requires 4+ years of experience in a technical support role within a networking or security environment. Candidates must possess a strong understanding of TCP/IP, routing protocols, and security products, with a bachelor's degree in a related field being desirable.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Health Spending Account
• Personal Spending Account
• Employee & Family Assistance Plan
• Critical illness insurance
• Disability insurance
• Life insurance
• Group Registered Retirement Savings Plan
• Paid Time Off
• Flexible leave policies
• Paid health days
• Equity program

Listed skills

• Technical Support · Preferred
• Customer service · Preferred
• TCP/IP · Preferred
• Troubleshooting · Preferred
• Problem solving · Preferred
• SQL · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• Customer service
• FortiAnalyzer
• FortiManager
• TCP/IP
• Routing protocols
• L2/L3 switches
• Firewalls
• VPN gateways
• Troubleshooting
• Problem-solving
• SQL
• Linux administration
• YAML
• Network security
• Product Knowledge
• Fortinet
• Continuous Development
• Energetic
• Laboratory Equipment
• Time Off Management
• Knowledge Transfer
• Software Development
• Technical Support
• Mental Health
• Management
• Customer Service
• Configuration Management
• Computer Science
• Computer Networks
• Customer Communications Management
• Cyber Security
• English Language
• Equities
• Firewall
• Innovation
• Virtual Private Networks (VPN)
• Problem Solving
• Network Security
• Linux Administration
• New Product Development
• Release Notes
• Routing Protocols
• Safety Assurance
• Software Engineering
• SQL (Programming Language)
• Syntax
• Technical Documentation
• Troubleshooting (Problem Solving)
• Network Switches

Job areas

• Technology
• Customer Service & Support
• Software
• Security & Safety
• Engineering
• Technical Support Specialist
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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