Senior Technical Support Specialist

Zoomcar; Burnaby; On-site; CAD 86,900 - 96,500; Full time

Benefits offered by this job

100% company paid medical, dental, and vision coverage

Health Spending Account

Personal Spending Account

Job summary

Zoomcar is seeking a Technical Support Specialist in Burnaby, Canada, to diagnose and resolve issues related to Fortinet products. The ideal candidate should have a Bachelor's in Computer Science and experience in technical support or system administration.

This full-time position offers a competitive salary range from $86,900 to $96,500 annually, alongside a comprehensive benefits package including medical, dental, vision coverage, and more.

Join us to contribute to innovative solutions while enjoying various benefits including a flexible savings plan.

Qualifications

• Experience in technical support or system administration role.
• Strong understanding of security products like firewalls and VPN.
• Previous call center experience is desirable.

Responsibilities

• Troubleshoot core Fortinet products.
• Collect and analyze customer system information.
• Manage customer communications and expectations.

Skills

Technical support experience

Deep knowledge of operating systems

TCP/IP understanding

Troubleshooting skills

Communication skills

Education

Bachelor's in Computer Science

Job description

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 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 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 $86,900 to $96,500 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.

Benefits and Compensation

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises 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.

Equal Opportunity & Accessibility

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].

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.