Technical Support Specialist- FortiSASE

Job summary

You will troubleshoot FortiSASE products, analyze customer system configurations, and provide corrective recommendations. Additionally, you will manage technical cases, lead customer meetings, and provide education to resolve networking or product knowledge gaps.

Job details

As a Technical Support Engineer, you will: * Troubleshoot Fortinet’s Secure Access Service Edge product, FortiSASE. * 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 We Are Looking For: * Candidate with 3+ 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, OSX, Linux * Deep understanding of TCP/IP, routing protocols, L2/L3 switches * Strong understanding of BGP, Hub-and-Spoke technology, SDWAN * Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth * Experience with security products -firewalls, IDS/IPS, VPN, virus scanning * 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 Educational Requirement: * Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable. 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. The Canada base salary range for this full-time position is expected to be between $90,000 - $110,000 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 candidate’s 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 Company’s discretion. Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses. We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at accommodations@fortinet.com. Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.

What you’ll do

You will troubleshoot FortiSASE products, analyze customer system configurations, and provide corrective recommendations. Additionally, you will manage technical cases, lead customer meetings, and provide education to resolve networking or product knowledge gaps.

Requirements

Candidates should have 3+ years of experience in technical support or system administration within a networking or security environment. A bachelor's degree in Computer Science or a related field is preferred, along with deep knowledge of operating systems, networking protocols, and security technologies.

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

• Troubleshooting · Preferred
• TCP/IP · Preferred
• VPN · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• FortiSASE
• Troubleshooting
• Operating systems
• TCP/IP
• Routing protocols
• L2/L3 switches
• BGP
• SDWAN
• Authentication protocols
• LDAP
• SAML
• RADIUS
• OAuth
• Firewalls
• VPN
• Product Knowledge
• Fortinet
• Continuous Development
• Laboratory Equipment
• Time Off Management
• Attack Surface Management
• Information Gathering
• Mac OS
• Technical Support
• Authentication Protocols
• Mental Health
• Border Gateway Protocol
• Customer Relationship Management
• Management
• Call Center Experience
• Customer Service
• Textiles
• Communication
• Computer Science
• Computer Networks
• Customer Communications Management
• Cyber Security
• Linux
• System Administration
• Operating Systems
• Disabilities
• Equities
• Firewall
• Innovation
• Virtual Private Networks (VPN)
• Problem Solving
• Labor Economics
• Lightweight Directory Access Protocols
• New Product Development

Job areas

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

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