Fortinet

3 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: 10 hours agoStatus: Live

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

Website LinkedIn

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Fortinet

3 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: 10 hours agoStatus: Live

Job Summary

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

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Austin, United States

Founded: 1994

Website LinkedIn