Fortinet

3 months ago

Technical Support Specialist 2

✓ 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 Fortinet endpoint security products as part of the Burnaby TAC team. Troubleshoot FortiEDR and FortiEndpoint issues, manage escalations through resolution, and analyze configuration data to recommend corrective actions. Reproduce customer environments in lab settings, collaborate with QA and development to isolate bugs, and share knowledge via training materials, documentation, and customer education.

Location: Burnaby

Workplace: Hybrid

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Troubleshoot Fortinet endpoint detection and response products, including FortiEDR and FortiEndpoint.
•Serve as an escalation point for high-profile cases, managing cases through closure and leading customer escalation meetings.
•Collect and analyze configuration information, recommend corrective actions, and provide customer education when gaps exist in networking or product knowledge.
•Reproduce customer environments on lab equipment to isolate and solve problems, collaborating with QA and development to identify bugs through replication and testing.
•Maintain up-to-date knowledge of endpoint security trends and contribute to knowledge-based articles, training materials, and technical documentation.

Pay and Benefits

Salary: USD 86,000 - 106,000 annually

Perks:Health InsuranceDentalVisionRrspPaid LeaveLife InsuranceDisability Insurance

Key Requirements

•5+ years of experience in technical support or system administration in a networking/security company (or equivalent education).
•Deep working knowledge of operating systems including Windows, macOS, and Linux.
•Strong understanding of TCP/IP networking and troubleshooting connectivity issues (ARP, DNS, DHCP, L2/L3 switches).
•Knowledge of TLS/public key infrastructure and authentication protocols including SAML and Kerberos.
•Understanding of security products and security frameworks such as MITRE ATT&CK and ISO 27001.

Experience:5+ years

Education:Bachelor's

Skills:TroubleshootingProblem-solvingCommunicationCustomer service

Certifications:FCPCCNACCNPAzureEJPTPNPTCPTSCISSPSecurity+OSCP

Tech Stack:FortiEDRFortiEndpointFortiClientFortiAnalyzerWindowsMacOSLinuxTCP/IPARPDNSDHCPTLSPublic key infrastructureSAMLKerberosFirewallsIDS/IPSVPNKali LinuxMetaSploit

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 2

✓ 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: Hybrid

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Troubleshoot Fortinet endpoint detection and response products, including FortiEDR and FortiEndpoint.
•Serve as an escalation point for high-profile cases, managing cases through closure and leading customer escalation meetings.
•Collect and analyze configuration information, recommend corrective actions, and provide customer education when gaps exist in networking or product knowledge.
•Reproduce customer environments on lab equipment to isolate and solve problems, collaborating with QA and development to identify bugs through replication and testing.
•Maintain up-to-date knowledge of endpoint security trends and contribute to knowledge-based articles, training materials, and technical documentation.

Pay and Benefits

Salary: USD 86,000 - 106,000 annually

Perks:Health InsuranceDentalVisionRrspPaid LeaveLife InsuranceDisability Insurance

Key Requirements

•5+ years of experience in technical support or system administration in a networking/security company (or equivalent education).
•Deep working knowledge of operating systems including Windows, macOS, and Linux.
•Strong understanding of TCP/IP networking and troubleshooting connectivity issues (ARP, DNS, DHCP, L2/L3 switches).
•Knowledge of TLS/public key infrastructure and authentication protocols including SAML and Kerberos.
•Understanding of security products and security frameworks such as MITRE ATT&CK and ISO 27001.

Experience:5+ years

Education:Bachelor's

Skills:TroubleshootingProblem-solvingCommunicationCustomer service

Certifications:FCPCCNACCNPAzureEJPTPNPTCPTSCISSPSecurity+OSCP

Tech Stack:FortiEDRFortiEndpointFortiClientFortiAnalyzerWindowsMacOSLinuxTCP/IPARPDNSDHCPTLSPublic key infrastructureSAMLKerberosFirewallsIDS/IPSVPNKali LinuxMetaSploit

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