Technical Support Specialist

As a Technical Support Engineer, you will:

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

We Are Looking For:

• Candidate with 3+ years of experience in a technical support or system administration role in a networking/security company or equivalent education
• Deep working knowledge of operating systems -- Windows, OSX, Linux
• Deep understanding of TCP/IP, routing protocols, L2/L3 switches
• Strong understanding of BGP, Hub-and-Spoke technology, SDWAN
• Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning
• Strong troubleshooting and problem-solving skills
• Previous call center experience, preferably supporting data networking products and/or security products is desirable
• Strong communication skills, both written and verbal

Educational Requirement:

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