Technical Support Specialist

Fortinet
Burnaby
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 4+ yearsEducation: bachelorsSkills: ["Troubleshooting","Problem-solving","Customer communication","Knowledge transfer"]

Provide direct web and telephone technical support for Fortinet Centralized Management and SOC solutions, specializing in troubleshooting FortiAnalyzer and FortiManager issues. Gather and analyze customer-reported problems, recommend corrective actions and workarounds, and reproduce environments using lab equipment to identify bugs. Interface with QA and software development teams, manage cases through closure, and deliver customer education and peer knowledge transfer.

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FursaFursa
Fortinet
Fortinet
5 months ago

Technical Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Provide direct web and telephone technical support for Fortinet Centralized Management and SOC solutions, specializing in troubleshooting FortiAnalyzer and FortiManager issues. Gather and analyze customer-reported problems, recommend corrective actions and workarounds, and reproduce environments using lab equipment to identify bugs. Interface with QA and software development teams, manage cases through closure, and deliver customer education and peer knowledge transfer.
Location: Burnaby
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Provide direct technical web and telephone support while ensuring reported issues are well understood and required information is collected.
  • •Troubleshoot FortiAnalyzer and FortiManager issues, analyze collected information, and recommend corrective actions.
  • •Provide customer education when needed and consult documentation, bulletins, and release notes for known problems.
  • •Reproduce customer environments using lab equipment, report bugs, and recommend alternative solutions or workarounds.
  • •Manage cases through closure, handle customer communications and expectations, follow up internally, and provide knowledge transfer to peer engineers.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionRrspPaid LeaveLife InsuranceDisability Insurance

Key Requirements

  • •4+ years of experience in a technical support role in a networking/security company (or equivalent education).
  • •Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
  • •Experience with security products, especially firewalls and VPN gateways.
  • •Strong troubleshooting and problem-solving skills.
  • •Strong English skills (written and verbal).
Experience:4+ yearsNetworking/securityNetwork security
Education:Bachelor's in Computer Science, Software Engineering
Skills:TroubleshootingProblem-solvingCustomer communicationKnowledge transfer
Languages:English
Tech Stack:FortiAnalyzerFortiManagerTCP/IPRouting protocolsL2/L3 switchesFirewallsVPN gatewaysSQLLinuxYAMLLab equipment

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