Technical Support Engineer - Fortinet Technologies (Canada) ULC

Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.

Job Responsibilities

Provide direct technical web and telephone support to Fortinet customers including:

• Support and troubleshooting on the wireless and switching range of Fortinet products
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and initial analysis of packet trace 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
• 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

Job Skills Required

• Experience in a technical support role in a networking/security company or equivalent education
• Strong understanding of WiFi 802.11 networks, 4G LTE experience.
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Experience with security products firewalls, IPSec, IDS/IPS, WIDS
• Strong troubleshooting and problem solving skills
• Extensive working knowledge of Windows, MACOs,UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong English skills both written and verbal.

Educational Requirements

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

The US base salary range for this full-time position is $80,000 - $110,000. 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. 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, Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.

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