Technical Support Expert

Fortinet; Burnaby; On-site; CAD 74,000 - 100,000; Full time

Job summary

A leading company in cybersecurity is seeking a Technical Support Expert in Burnaby. This role involves providing exceptional customer service, troubleshooting core products, and collaborating with teams to resolve issues. Candidates should have a strong background in technical support and networking. A Bachelor's degree in a related field is required, along with excellent problem-solving skills. Join Fortinet for a rewarding career with comprehensive benefits and opportunities for growth.

Benefits

Fully paid medical, dental, and vision coverage

Health Spending Account

Personal Spending Account

Critical illness and disability insurance

Life insurance

Group RRSP with company matching

Paid Time Off

Flexible leave policies

Equity program

Qualifications

• At least 2 years of experience in technical support or system administration.
• Deep knowledge of operating systems and security products.

Responsibilities

• Perform basic troubleshooting on core Fortinet products.
• Manage customer communications and expectations throughout the case lifecycle.

Skills

Troubleshooting

Problem Solving

Communication

Education

Bachelor's degree in Computer Science

Tools

Windows

OSX

Linux

Job description

Fortinet is looking for an experienced Technical Support Expert to join our Burnaby office to provide exceptional customer service and technical assistance for our loyal customers.

The Support Expert serves as an escalation point for Fortinet partners and collaborates with QA and development teams to resolve customer issues and identify bugs through replication and testing.

Job Responsibilities :

1. Perform basic troubleshooting on core Fortinet products.
2. Collect, analyze, and recommend changes to configuration information.
3. Gather and analyze customer system information.
4. Suggest corrective actions based on analysis.
5. Educate customers as needed, especially regarding networking and product knowledge gaps.
6. Consult technical documentation, bulletins, and release notes for known issues.
7. Reproduce customer environments on lab equipment to isolate and resolve problems; propose potential solutions.
8. Follow up on technical cases, ensuring proper escalation and case management until closure.
9. Manage customer communications and expectations throughout the case lifecycle; lead customer management meetings regarding escalations.

Job Experience Required :

1. At least 2 years of experience in technical support or system administration within a networking/security company, or equivalent education.
2. Deep knowledge of operating systems Windows, OSX, Linux.
3. Strong understanding of TCP/IP, routing protocols, L2/L3 switches.
4. Experience with security products such as firewalls, IDS/IPS, VPNs, virus scanning.
5. Excellent troubleshooting and problem-solving skills.
6. Previous call center experience supporting data networking or security products is preferred.
7. Strong written and verbal communication skills.

Educational Requirement :

1. Bachelor's degree in Computer Science, Software Engineering, or a related field, or equivalent training and experience.

The salary range for this full-time position in Canada is expected to be between $74,000 and $100,000 annually, based on factors like experience, skills, and qualifications.

Fortinet offers a comprehensive benefits package starting from your first day, including fully paid medical, dental, and vision coverage, a Health Spending Account, a Personal Spending Account, and access to various support services through our EFAP. We also provide critical illness, disability, life insurance, and a Group RRSP with company matching. Our benefits include competitive Paid Time Off and flexible leave policies.

All roles are eligible for our equity program. Bonus eligibility is reviewed at hire and annually at the company’s discretion.

Why Join Us :

We encourage candidates from all backgrounds to apply. We foster a supportive work environment and offer a competitive Total Rewards package to support your health and financial well-being. Embark on a rewarding career with Fortinet, making a meaningful impact for our 660,000+ customers worldwide.