Technical Support Specialist (Endpoint)

Fortinet is looking for a Technical Support Specialist – Endpoint Solutions to join our Burnaby office to provide exceptional customer service and technical help for our loyal customers. The Support Expert is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and testing.

Job Responsibilities:

• Provide customer education where needed due to gaps in networking, product knowledge etc.
• FortiClient and Fortigate - collection, analysis and change recommendations of configuration information
• Follow up on technical cases including proper escalation and management of the case until case closure
• Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions
• Recommend corrective actions based on analysis
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
• Collection and analysis of customer system information
• Consultation of technical documentation, bulletins and release notes for known problems
• Basic troubleshooting on the core Fortinet products

Job Experience Required:

• Strong communication skills, both written and verbal.
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning -- endpoints and networking.
• Strong troubleshooting and problem solving skills
• Deep working knowledge of operating systems -- Windows, OSX, Linux
• Strong understanding of TCP/IP
• Experience in a technical support or system administration role in a networking/security company or equivalent education
• Previous call center experience, preferably supporting endpoints and/or security products is desirable.

Educational Requirement:

• Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.