Senior Technical Support Engineer

Fortinet, Inc.; Ottawa; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player in cybersecurity seeks a Senior Technical Support Engineer to join their Ottawa team. This exciting role involves providing exceptional customer service, troubleshooting core Fortinet products, and collaborating with internal teams to enhance customer satisfaction. The ideal candidate will have a strong background in networking and security, with excellent problem-solving skills and a commitment to continuous learning. Join a dynamic team that values innovation and teamwork, and help shape the future of cybersecurity while making a meaningful impact on a global scale.

Benefits

Competitive Total Rewards package

Supportive work environment

Continuous learning opportunities

Qualifications

• 3+ years in technical support or system administration in networking/security.
• Deep knowledge of Windows, OSX, Linux operating systems.

Responsibilities

• Provide troubleshooting on Fortinet products and recommend corrective actions.
• Manage customer communications and expectations until case closure.

Skills

Technical Support

Networking

Security Products

Troubleshooting

TCP/IP

Operating Systems

AI Tools

Communication Skills

Education

Bachelor’s degree in Computer Science

Equivalent combination of training and experience

Tools

Fortigate

IDS/IPS

VPN

Virus Scanning

Job description

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a Senior Technical Support Engineer to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers and to contribute to the success of our rapidly growing business. The Support Engineer 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.

As a Technical Support Engineer, you will:

1. Provide basic troubleshooting on the core Fortinet products - Fortigate
2. Collection, analysis and change recommendations of configuration information
3. Collection and analysis of customer system information
4. Recommend corrective actions based on analysis
5. Provide customer education where needed due to gaps in networking, product knowledge etc.
6. Consult technical documentation, bulletins and release notes for known problems
7. Reproduce customer environments on lab equipment; work to isolate and solve problems
8. Recommend potential new solutions
9. Follow up on technical cases including proper escalation and management of the case until closure
10. Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation

We Are Looking For:

1. Candidate with minimum 3+ years of experience in a technical support or system administration role in a networking/security company or equivalent education
2. Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
3. Deep working knowledge of operating systems: Windows, OSX, Linux
4. Strong understanding of TCP/IP, routing protocols, L2/L3 switches
5. Experience with security products: firewalls, IDS/IPS, VPN, virus scanning
6. Strong troubleshooting and problem-solving skills
7. Past experience using AI tools to help the effectiveness of your day-to-day activities
8. Previous call center experience, preferably supporting data networking products and/or security products is desirable
9. Bilingualism in French is desirable
10. Strong communication skills, both written and verbal

About Our Team:

Join the Fortinet TAC Ottawa team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams, and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet’s core values of openness, teamwork, and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.