2 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: 7 hours agoStatus: Live

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

Website LinkedIn

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Fortinet

2 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: 7 hours agoStatus: Live

Job Summary

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

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Austin, United States

Founded: 1994

Website LinkedIn