Senior Endpoint Security Support Specialist

Fortinet, Inc.; Burnaby; On-site; CAD 72,000 - 88,000; Full time

Benefits offered by this job

Health benefits

RRSP with company match

Paid time off

Job summary

Fortinet, Inc. seeks a Technical Support Specialist– Endpoint Solutions in Burnaby to provide exceptional customer service and technical help for Fortinet customers.

The role serves as an escalation point for partners and coordinates with QA and development to replicate, diagnose, and test issues. You will handle OS platforms (Windows, macOS, Linux), TCP/IP, and security products; prior call-center experience is a plus.

Qualifications

• 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.
• Strong understanding of TCP/IP and networking concepts.

Responsibilities

• Basic troubleshooting on the core Fortinet products.
• FortiClient and Fortigate - collect, analyze and propose changes to configuration information.
• Collect and analyze customer system information.
• Recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking or product knowledge.
• Consult technical documentation, bulletins and release notes for known problems.
• Reproduce customer environments on lab equipment and isolate problems; suggest potential new solutions.
• Follow up on technical cases including proper escalation and management until closure.
• Manage customer communications and expectations until closure of each case; lead escalation meetings.

Skills

TCP/IP

Troubleshooting

Customer service

Networking basics

Education

Bachelor's degree in Computer Science or related field

Tools

Windows

Linux

macOS

Job description

Fortinet, Inc. seeks a Technical Support Specialist– Endpoint Solutions in Burnaby to provide exceptional customer service and technical help for Fortinet customers.

The role serves as an escalation point for partners and coordinates with QA and development to replicate, diagnose, and test issues. You will handle OS platforms (Windows, macOS, Linux), TCP/IP, and security products; prior call-center experience is a plus.