Technical Support Specialist 2

Zoomcar; Burnaby; On-site; CAD 86,000 - 106,000; Full time

Benefits offered by this job

100% company-paid medical coverage

Health Spending Account

Personal Spending Account

Paid Time Off

Flexible leave policies

Job summary

Fortinet, located in Burnaby, seeks a Technical Support Specialist to provide exceptional service and technical support for customers. You will troubleshoot Fortinet products and manage high-profile cases, ensuring customer satisfaction and timely resolutions.

This role offers a competitive salary range between $86,000–$106,000 along with comprehensive benefits including 100% paid medical, dental, and vision coverage, life insurance, and a retirement savings plan with company match.

Qualifications

• 5+ years of experience in technical support or system administration.
• Deep knowledge of Windows, macOS, and Linux operating systems.
• Strong understanding of TCP/IP and troubleshooting network issues.
• Experience with firewalls, IDS/IPS, and VPNs.

Responsibilities

• Troubleshoot Fortinet’s Endpoint Detection and Response products.
• Act as an escalation point for high profile cases.
• Provide customer communication and manage case expectations.
• Consult technical documents and reproduce customer environments.

Skills

Technical support experience

Operating System knowledge

TCP/IP understanding

Troubleshooting skills

Communication skills

Education

5+ years in a technical support role

Tools

Kali Linux

Metasploit

Windows Debugging Tools

Job description

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support Specialist to contribute to the success of our rapidly growing business.

You will act as the Technical Support Specialist for the Burnaby TAC Team to provide exceptional customer service and technical help for our loyal customers. The Support Specialist 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.

Responsibilities

• Troubleshooting Fortinet’s Endpoint Detection and Response product, FortiEDR and FortiEndpoint.
• Act as an escalation point for high profile cases and customers including proper management of the case until case closure.
• Collection, analysis and change recommendations of configuration information.
• Recommend corrective actions based on analysis.
• Provide Customer education where needed due to gaps in networking, product knowledge, etc.
• Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.
• 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.
• Remain up to date on security trends, especially surrounding the endpoint market, evolving zero‑day attacks and TTPs.
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
• Contribute in publishing knowledge‑based articles.
• Development, deliver and maintain team training materials.

Qualifications

• 5+ years of experience in a technical support or system administration role in a networking/security company or equivalent education.
• Deep working knowledge of operating systems – Windows, macOS and Linux.
• Understanding how to collect OS level data within kernel and user space, and how to leverage this data to pinpoint problems.
• Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches and troubleshooting network connectivity issues.
• Knowledge of TLS and public key infrastructure.
• Authentication protocols including SAML and Kerberos.
• Experience with security products – firewalls, IDS/IPS, VPN, virus scanning.
• Understanding of security models and security frameworks such as MITRE ATT&CK and ISO 27001.
• Strong troubleshooting and problem‑solving skills.
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong communication skills, both written and verbal.
• Bonus Points:
  • Experience working with Kali Linux, Metasploit or other offensive security tools.
  • Understanding of memory stack analysis through WinDBG.
  • Experience working with advanced operating system debug tools such as Process Monitor, System Informer, LogMan, strace and other advanced Unix and Windows troubleshooting tools.
  • Certified with one or more of the following: FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.

Benefits

The Canada base salary range for this full‑time position is expected to be between $86,000–$106,000 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 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 such as 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.

Equal Opportunity and Accommodations

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 applicant is applying.