Technical Support Specialist 2

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

Benefits offered by this job

100% company-paid medical, dental, and vision coverage

Health Spending and Personal Spending accounts

Flexible leave policies

Group Registered Retirement Savings Plan with a match

Job summary

Fortinet is seeking a Technical Support Specialist in Burnaby to enhance customer support for our cybersecurity solutions. You will act as the escalation point for technical issues, providing exceptional customer service and utilizing your networking expertise to solve problems and identify improvements.

The position requires over 5 years of technical support experience and a deep understanding of various operating systems. Benefits include competitive salary, comprehensive health coverage, and a work environment fostering continuous learning and teamwork.

Qualifications

• 5+ years of experience in a technical support or system administration role.
• Deep knowledge of Windows, macOS, and Linux operating systems.
• Experience with security products like firewalls and VPNs.

Responsibilities

• Act as an escalation point for high profile cases.
• Provide customer education where needed.
• Manage customer communications until case closure.

Skills

Technical support experience

Strong troubleshooting skills

Communication skills

Knowledge of operating systems

Networking knowledge

Education

5+ years in a technical role or equivalent education

Tools

Windows

macOS

Linux

Firewalls

SQL

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. 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 would 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.

Role Scope

• Trends in endpoint detection and response with FortiEDR and FortiEndpoint.
• Act as an escalation point for high profile cases and customers, managing the case through to closure.
• Collect, analyze, and recommend changes to configuration information.
• Recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking or product knowledge.
• Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.
• Consult technical documentation, bulletins, and release notes for known problems.
• Reproduce customer environments on lab equipment, isolate and solve problems, and recommend potential new solutions.
• Stay current on security trends, evolving zero‑day attacks and TTPs, especially in the endpoint market.
• Manage customer communications and expectations until case closure; conduct and lead customer management meetings regarding escalation.
• Contribute to publishing knowledge‑based articles.
• Develop, 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.
• Experience collecting OS level data within kernel and user space, and leveraging 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.
• Familiarity with authentication protocols including SAML and Kerberos.
• Experience with security products – firewalls, IDS/IPS, VPN, virus scanning.
• Understanding of security models and frameworks such as MITRE ATT&CK and ISO 27001.
• Strong troubleshooting and problem‑solving skills.
• Previous call‑center experience, preferably supporting data networking or security products, is desirable.
• Strong communication skills, both written and verbal.

Bonus (Optional)

• Experience with Kali Linux, Metasploit, or other offensive security tools.
• Understanding of memory stack analysis through WinDBG.
• Experience with advanced OS debug tools such as Procmon, System Informer LogMan, strace, and other advanced Unix and Windows troubleshooting tools.
• Certification with one or more of the following: FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.

About Our Team

Our team is known for its collaborative ethos, working seamlessly with global customers, internal engineering teams, and product development groups. We emphasize continuous learning, innovation, and a strong commitment to customer satisfaction. Our inclusive, dynamic environment encourages teamwork, knowledge sharing, and the use of AI to solve complex technical challenges.

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 your overall health and financial well-being.

The Canada base salary range for this full–time position is expected to be between $86,000 and $106,000 annually. Benefit eligibility begins on your first day and includes 100% company‑paid medical, dental, and vision coverage, Health Spending and Personal Spending accounts, an Employee & Family Assistance Plan, critical illness, disability, and life insurance, a Group Registered Retirement Savings Plan with a company match, paid time off, and flexible leave policies.

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 & Accommodations

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.

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].