Technical Support Engineer

Fortinet, Inc.; Ottawa; On-site; CAD 74,000 - 90,000; Full time

Benefits offered by this job

100% medical, dental, vision coverage

RRSP with company match

Paid time off

Health days

Job summary

Fortinet, Inc. in Ottawa, Ontario is seeking a Technical Support Engineer to provide direct technical web and phone assistance to customers.

You will troubleshoot, analyze configurations, collect network data and reproduce customer environments in a lab, escalating and closing cases with clear communications. The role requires 1–2 years in technical support or system administration, a degree in CS or related field, and strong knowledge of Windows, macOS, Linux, TCP/IP and VOIP.

Qualifications

• 1–2 years of experience in a technical support or system administration role in networking/security
• Degree or Diploma in Computer Science, Software Engineering or related field or equivalent
• Deep working knowledge of Windows, macOS and Linux
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VOIP, messaging
• Strong troubleshooting and problem-solving skills
• Strong written and verbal communication skills

Responsibilities

• Provide direct technical web and telephone support to Fortinet customers including basic troubleshooting on Fortinet products
• Collect, analyze and make change recommendations for configuration information
• Collect and analyze customer network information
• Collect and analyze packet trace information
• Recommend corrective actions based on analysis and provide customer education
• Consult technical documentation, bulletins and release notes for known problems
• Reproduce customer environments on lab equipment
• Follow up on technical cases with proper escalation and management until closure
• Manage customer communications and expectations until case closure

Skills

Technical support

Networking knowledge

TCP/IP

VOIP

Communication skills

Education

Degree or Diploma in Computer Science or related field

Tools

Windows

Linux

macOS

Job description

Fortinet is looking for Technical Support Engineer to join our growing team to provide exceptional customer service and technical help for our loyal customers. The ideal candidates are not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

As a Technical Support Engineer, you will:

• Provide direct technical web and telephone support to Fortinet customers including Basic troubleshooting on the range of Fortinet Enhanced Technologies products including FortiMail, FortiVoice, FortiRecorder and FortiSandbox
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and initial analysis of packet trace information
• Recommend corrective actions based on analysisProvide 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
• 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

We Are Looking For:

• 1-2 years of experience in a technical support or system administration role in a networking/security company or equivalent education
• Degree or Diploma in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• Deep working knowledge of operating systems -- Windows, OSX, Linux
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VOIP, messaging
• Strong troubleshooting and problem-solving skills
• Strong communication skills, both written and verbal.

The Canada base salary range for this full-time position is expected to be between $74,000 - $90,000 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.