Technical Support Engineer

Fortinet
Mexico City
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Problem-solving","Customer service","Teamwork","Training"]

Escalation-focused Technical Support Engineer specializing in Fortinet products, coordinating with QA and Development to reproduce and resolve complex customer issues. Responsibilities include advanced troubleshooting, analyzing configurations and packet traces, and educating customers to prevent recurring problems, while maintaining clear communication and timely escalation to ensure case closure.

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FursaFursa
Fortinet
Fortinet
4 months ago

Technical Support Engineer

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 9 months ago

Job Summary

Escalation-focused Technical Support Engineer specializing in Fortinet products, coordinating with QA and Development to reproduce and resolve complex customer issues. Responsibilities include advanced troubleshooting, analyzing configurations and packet traces, and educating customers to prevent recurring problems, while maintaining clear communication and timely escalation to ensure case closure.
Location: Mexico City
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Advanced troubleshooting on the full range of Fortinet products.
  • •Collection, analysis and change recommendations of configuration information, customer network information and/or packet trace information.
  • •Provide customer education where needed due to gaps in networking, product knowledge, processes, etc.
  • •Consultation of technical documentation, bulletins and release notes for known problems.
  • •Reproduction of customer environments on lab equipment; work with L3 support to isolate and solve problems; recommend potential new solutions.

Key Requirements

  • •Typically requires field sales experience.
  • •Experience in TAC/NOC/SOC environments with networking/security companies.
  • •Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
  • •Experience with Fortinet security products (firewalls, IPSec, IDS/IPS, anti-spam).
  • •Previous call center experience desirable; Portuguese language ability is a plus or can be learned within 1 year.
Experience:NetworkingSecurityIT support
Education:Bachelor's
Skills:CommunicationProblem-solvingCustomer serviceTeamworkTraining
Languages:English
Tech Stack:TCP/IPRoutingL2/L3 switchesFirewallsIPSecIDS/IPSAnti-Spam

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