Senior Technical Support Specialist

Fortinet; Burnaby; On-site; CAD 71,600 - 87,500; Full time

Benefits offered by this job

100% company paid medical, dental, and vision coverage

Health Spending Account

Employee & Family Assistance Plan (EFAP)

Paid Time Off and flexible leave policies

Equity program participation

Job summary

Fortinet is looking for a Technical Support Specialist – Endpoint Solutions to join our Burnaby office. You will provide exceptional customer service and technical help for our dedicated customers, serving as an escalation point for Fortinet partners.

This role requires deep knowledge of operating systems and excellent troubleshooting skills to effectively manage customer communications through resolution. A Bachelor’s degree in a related field is desirable.

The position offers a competitive salary and comprehensive benefits package, starting from $71,600 to $87,500 annually.

Qualifications

• Experience in a technical support or system administration role is required.
• Deep working knowledge of operating systems - Windows, OSX, Linux.
• Strong understanding of TCP/IP.

Responsibilities

• Provide exceptional customer service and technical help.
• Basic troubleshooting on core Fortinet products.
• Manage customer communications until case closure.

Skills

Technical Support Experience

Troubleshooting Skills

Communication Skills

Operating Systems Knowledge

Understanding of TCP/IP

Problem Solving Skills

Call Center Experience

Education

Bachelor’s degree in Computer Science or related field

Tools

Windows

OSX

Linux

Job description

Job Description

Fortinet is looking for a Technical Support Specialist – Endpoint Solutions to join our Burnaby office to provide exceptional customer service and technical help for our loyal customers. The Support Expert 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.

Job Responsibilities

• Basic troubleshooting on the core Fortinet products
• FortiClient and Fortigate - 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

Job Experience Required

• 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
• Experience with security products – firewalls, IDS/IPS, VPN, virus scanning – endpoints and networking.
• Strong troubleshooting and problem solving skills
• Previous call center experience, preferably supporting endpoints 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.

The Canada base salary range for this full-time position is expected to be between $71,600 - $87,500 annually. Wage ranges are based on various factors including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience.

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources, etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members.

All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.

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.

About Us

Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.

We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at [e-mail].

Equal Opportunity Employer

Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.