Fortinet

6 months 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

Serve as an escalation point for Fortinet partners and Technical Support Engineers handling complex issues with Fortinet products. Troubleshoot advanced problems across Fortinet’s product range, collect and analyze configuration/network/packet-trace data, and reproduce customer environments on lab equipment. Coordinate with L3, QA, and Development to isolate root causes, manage cases through proper escalation to closure, and provide customer education, documentation support, and monthly KB article submissions.

Location: Bogotá

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide advanced troubleshooting across the full range of Fortinet products as an escalation resource.
•Collect, analyze, and recommend changes using configuration information, customer network information, and/or packet trace data.
•Reproduce customer environments on lab equipment and partner with L3 support to isolate and solve problems, recommending new solutions when needed.
•Follow up on technical cases with proper escalation and manage each case through closure, including managing customer communications and expectations.
•Submit KB articles monthly and submit bugs/NFRs to L3 and development; assist with training and coaching for L1 teams.

Key Requirements

•Experience in field sales is typically required.
•Experience supporting TAC (Technical Assistance Centers), NOC, SOC, or GSC environments with a networking/security company.
•Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
•Experience with security products such as firewalls, IPSec, IDS/IPS, anti-spam, and virus scanning.
•Independent security certifications from SANS, (ISC) 2, ISACA, or BS7799/ISO17799 are a plus.

Education:Bachelor's

Skills:Advanced troubleshootingCustomer communicationCase managementSelf-studyCross-team collaboration

Certifications:SANS(ISC) 2ISACABS7799ISO17799

Languages:Portuguese

Tech Stack:Fortinet productsTCP/IPRouting protocolsL2 switchesL3 switchesFirewallsIPSecIDS/IPSAnti-spamVirus scanningPacket traceConfiguration analysisLab equipmentQAL3 supportKB articlesSLA metrics

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

6 months 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: Bogotá

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide advanced troubleshooting across the full range of Fortinet products as an escalation resource.
•Collect, analyze, and recommend changes using configuration information, customer network information, and/or packet trace data.
•Reproduce customer environments on lab equipment and partner with L3 support to isolate and solve problems, recommending new solutions when needed.
•Follow up on technical cases with proper escalation and manage each case through closure, including managing customer communications and expectations.
•Submit KB articles monthly and submit bugs/NFRs to L3 and development; assist with training and coaching for L1 teams.

Key Requirements

•Experience in field sales is typically required.
•Experience supporting TAC (Technical Assistance Centers), NOC, SOC, or GSC environments with a networking/security company.
•Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
•Experience with security products such as firewalls, IPSec, IDS/IPS, anti-spam, and virus scanning.
•Independent security certifications from SANS, (ISC) 2, ISACA, or BS7799/ISO17799 are a plus.

Education:Bachelor's

Skills:Advanced troubleshootingCustomer communicationCase managementSelf-studyCross-team collaboration

Certifications:SANS(ISC) 2ISACABS7799ISO17799

Languages:Portuguese

Tech Stack:Fortinet productsTCP/IPRouting protocolsL2 switchesL3 switchesFirewallsIPSecIDS/IPSAnti-spamVirus scanningPacket traceConfiguration analysisLab equipmentQAL3 supportKB articlesSLA metrics

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