Technical Support Specialist- FortiSASE

Fortinet, Inc.; Burnaby; On-site; CAD 90,000 - 110,000; Full time

Job summary

Fortinet, Inc. in Burnaby, BC is seeking a Technical Support Engineer to troubleshoot FortiSASE and analyze customer configurations and systems.

The role requires 3+ years in technical support or systems administration within networking or security, with strong knowledge of Windows, macOS, Linux and TCP/IP. You will work with Fortinet documentation, reproduce lab scenarios, and guide customers to effective resolutions while managing cases end-to-end.

Qualifications

• 3+ years in a technical support or system administration role in networking/security
• Strong knowledge of operating systems: Windows, macOS, Linux
• Deep understanding of TCP/IP, routing, L2/L3 switches
• Experience with security products: firewalls, IDS/IPS, VPN
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication

Responsibilities

• Troubleshoot Fortinet's FortiSASE product
• Collect, analyze and recommend changes to configuration information
• Collect and analyze customer system information
• Recommend corrective actions based on analysis
• Provide customer education where needed
• Consult technical documentation and release notes for known problems
• Reproduce customer environments on lab equipment and isolate problems
• Escalate and manage cases through closure
• Manage customer communications and set expectations during escalation process

Skills

Troubleshooting

Networking

Security products

Communication skills

Education

Bachelor's degree in Computer Science/Software Engineering or related field

Tools

Windows

Linux

macOS

Job description

As a Technical Support Engineer, you will:

• Troubleshoot Fortinet's Secure Access Service Edge product, FortiSASE.
• 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 case closure
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation

We Are Looking For:

• Candidate with 3+ 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, OSX, Linux
• Deep understanding of TCP/IP, routing protocols, L2/L3 switches
• Strong understanding of BGP, Hub-and-Spoke technology, SDWAN
• Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning
• 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

Educational Requirement:

• Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.

About Our Team:

Join our team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet's core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet's high standards of excellence in cybersecurity solutions.

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 you with your overall health and financial well-being.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

The Canada base salary range for this full-time position is expected to be between $90,000 - $110,000 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.