Technical Support Specialist

As a Senior 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 understanding of OSI model, routing and switching in L2/L3
• Strong understanding of BGP, IPsec/ADVPN, SDWAN
• Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
• Experience with security products - Firewalls, IDS/IPS, Antimalware
• Deep working knowledge of operating systems - Windows, Mac, Linux
• Strong troubleshooting and problem-solving skills
• Previous call center experience. 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.