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