3 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: 10 hours agoStatus: Live

Job Summary

Provide advanced technical support for endpoint EMS/EDR cases, serving as an escalation point and driving resolution through configuration analysis, lab reproduction, and corrective action recommendations. Manage customer communications and expectations through case closure, educate customers to close networking/product knowledge gaps, and evolve into an endpoint security subject matter expert across the Fortinet security fabric. Contribute to knowledge articles and deliver team training materials while staying current on endpoint security threats and zero-day TTPs.

Location: Mexico City

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Troubleshoot Fortinet Endpoint Solutions EMS/EDR and act as an escalation point for high-profile cases until closure.
•Collect, analyze, and recommend configuration changes and corrective actions based on investigation.
•Provide customer education to address gaps in networking and product knowledge.
•Reproduce customer environments in lab equipment to isolate issues and recommend potential solutions.
•Stay current on security trends, zero-day attacks, and TTPs; manage customer communications and publish knowledge articles and training materials.

Key Requirements

•Experience in a technical support or system administration role in a networking/security company (or equivalent education).
•Deep working knowledge of operating systems including Windows, macOS, and Linux.
•Ability to collect OS-level data in kernel and user space and use it to pinpoint problems.
•Strong understanding of TCP/IP fundamentals including ARP, DNS, and DHCP, plus L2/L3 switching.
•Knowledge of TLS/public key infrastructure and authentication protocols including SAML and Kerberos.

Experience:CybersecurityEndpoint securityNetworkingEDR

Education:Bachelor's

Skills:TroubleshootingProblem-solvingCommunicationCustomer communicationAnalysis

Certifications:FCPCCNACCNPAzureEJPTPNPTCPTSCISSPSecurity+OSCP

Tech Stack:FortiEDREMSEDRFortiClientFortiAnalyzerWindowsMacOSLinuxKernelUser spaceTCP/IPARPDNSDHCPL2 switchesL3 switchesTLSPublic key infrastructureSAMLKerberos

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

Loading job details...

Preparing the role view and application actions.

Fortinet

3 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: 10 hours agoStatus: Live

Job Summary

Location: Mexico City

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Troubleshoot Fortinet Endpoint Solutions EMS/EDR and act as an escalation point for high-profile cases until closure.
•Collect, analyze, and recommend configuration changes and corrective actions based on investigation.
•Provide customer education to address gaps in networking and product knowledge.
•Reproduce customer environments in lab equipment to isolate issues and recommend potential solutions.
•Stay current on security trends, zero-day attacks, and TTPs; manage customer communications and publish knowledge articles and training materials.

Key Requirements

•Experience in a technical support or system administration role in a networking/security company (or equivalent education).
•Deep working knowledge of operating systems including Windows, macOS, and Linux.
•Ability to collect OS-level data in kernel and user space and use it to pinpoint problems.
•Strong understanding of TCP/IP fundamentals including ARP, DNS, and DHCP, plus L2/L3 switching.
•Knowledge of TLS/public key infrastructure and authentication protocols including SAML and Kerberos.

Experience:CybersecurityEndpoint securityNetworkingEDR

Education:Bachelor's

Skills:TroubleshootingProblem-solvingCommunicationCustomer communicationAnalysis

Certifications:FCPCCNACCNPAzureEJPTPNPTCPTSCISSPSecurity+OSCP

Tech Stack:FortiEDREMSEDRFortiClientFortiAnalyzerWindowsMacOSLinuxKernelUser spaceTCP/IPARPDNSDHCPL2 switchesL3 switchesTLSPublic key infrastructureSAMLKerberos

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