Technical Support Engineer

Zoomcar; Ottawa; On-site; CAD 74,000 - 90,000; Full time

Benefits offered by this job

100% paid medical, dental, and vision coverage

Health Spending Account

Employee & Family Assistance Plan

Job summary

Fortinet is seeking a Technical Support Engineer in Ottawa to provide exceptional customer service and technical support. The ideal candidate will have 1-2 years of experience in technical support, a related degree, and strong troubleshooting skills.

You will be responsible for assisting customers with Fortinet products, analyzing technical issues, and providing clear communication. Fortinet offers a competitive salary and comprehensive benefits package.

Qualifications

• 1-2 years of experience in technical support or system administration role.
• Degree in Computer Science, Software Engineering, or related field is desirable.
• Strong understanding of TCP/IP, routing protocols, and switches.

Responsibilities

• Provide technical support to customers on Fortinet products.
• Analyze and recommend changes to customer configurations.
• Educate customers on networking and product knowledge.

Skills

Technical support experience

System administration

Troubleshooting skills

Communication skills

Knowledge of TCP/IP

Education

Degree or Diploma in Computer Science

Tools

Windows

OSX

Linux

Job description

Fortinet is looking for a 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.

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.

Responsibilities

• 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 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
• 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

Qualifications

• 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.

Benefits

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.

Equity & Bonus

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.

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.