Technical Support Engineer

Fortinet
Mexico City
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Advanced troubleshooting","Independent learning","Customer education","Case management","Cross-functional collaboration"]

Provide advanced technical escalation support for Fortinet security and networking products across TAC/NOC/SOC/GSC environments. Troubleshoot complex issues end-to-end, analyze configuration and packet trace data, reproduce customer setups in a lab, and work with L3 and development to isolate causes, submit bugs/NFRs, and drive case closure. Educate customers, manage expectations/SLA metrics, and contribute to internal knowledge via monthly KB article submissions and ongoing training.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Fortinet
Fortinet
4 days ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 8 months ago

Job Summary

Provide advanced technical escalation support for Fortinet security and networking products across TAC/NOC/SOC/GSC environments. Troubleshoot complex issues end-to-end, analyze configuration and packet trace data, reproduce customer setups in a lab, and work with L3 and development to isolate causes, submit bugs/NFRs, and drive case closure. Educate customers, manage expectations/SLA metrics, and contribute to internal knowledge via monthly KB article submissions and ongoing training.
Location: Mexico City
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Perform advanced troubleshooting across the full range of Fortinet products.
  • •Collect and analyze configuration data, customer network information, and packet trace information; recommend changes.
  • •Consult technical documentation, bulletins, and release notes for known problems.
  • •Reproduce customer environments in lab equipment and collaborate with L3 support to isolate and resolve issues; recommend new solutions.
  • •Manage technical cases through escalation, customer communication/expectations, SLA/metrics, and ensure closure; submit KB articles monthly and log bugs/NFRs to L3/development.

Key Requirements

  • •Typically requires field sales experience in a networking/security company context.
  • •Strong networking fundamentals including TCP/IP, routing protocols, and L2/L3 switches.
  • •Experience with Fortinet security products such as firewalls and technologies including IPSec and IDS/IPS.
  • •Previous call center experience supporting data networking and/or security products is desirable.
  • •Independent security certifications (e.g., SANS, (ISC)2, ISACA, BS7799/ISO17799) are a plus; Portuguese is a plus (or learn within 1 year).
Experience:NetworkingSecurityCall centerTACNOCSOCGSC
Education:Bachelor's
Skills:Advanced troubleshootingIndependent learningCustomer educationCase managementCross-functional collaboration
Certifications:SANS(ISC)2ISACABS7799ISO17799
Languages:Portuguese
Tech Stack:TCP/IPRouting protocolsL2 switchesL3 switchesFirewallsIPSecIDS/IPSAnti-SpamVirus scanningPacket traceConfiguration information

Company Brief

Fortinet
Provides enterprise cybersecurity solutions including data protection, cloud security, network security, and user and entity behavior analytics to help organizations prevent insider threats, secure cloud and on-premises environments, and enforce data loss prevention policies.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Austin, United States
Founded: 1994
WebsiteLinkedIn