Advanced Network & Security Support Engineer

Perception Point; Bogotá; Presencial; COP 200.040.000 - 300.060.000; Jornada completa

Descripción de la vacante

Fortinet in Colombia is seeking a skilled Technical Support/Field Engineer to provide advanced troubleshooting for Fortinet products and guide customers through complex networking issues. You will coordinate with L3, document configurations, and contribute to knowledge bases, while ensuring SLA adherence and clear communication with clients.

Experience in security products, networking protocols, and a willingness to learn Portuguese are advantageous.

Formación

• Field sales experience is typically required.
• Experience in TAC/NOC/SOC/GSC within a networking/security company is expected.
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches.
• Experience with firewalls, IPSec, IDS/IPS, anti-spam, and virus scanning.
• Call center experience with data networking or security products is desirable.
• Portuguese language ability is a plus or can be learned within 1 year.
• Security certifications from SANS, (ISC)2, ISACA, or BS7799/ISO17799 are a plus.

Responsabilidades

• Advanced troubleshooting on the full range of Fortinet products.
• Collect, analyze, and suggest changes to configuration and network information.
• Educate customers where needed due to gaps in networking or product knowledge.
• Consult technical documentation, bulletins, and release notes for known problems.
• Reproduce customer environments on lab equipment and coordinate with L3 support to resolve issues; suggest new solutions.
• Follow up on technical cases with proper escalation and case closure.
• Manage customer communications and expectations until case closure.
• Submit KB articles monthly to contribute to internal/external databases.
• Self-study technologies and products as required to meet customer demand.
• Collaborate with peers across Latin America and the AMER region to improve service.
• Honor SLAs and customer satisfaction metrics.
• Lead customer management meetings related to escalation.
• Submit bugs and NFRs to L3 and development teams.
• Ensure clear and courteous communication with customers until ticket closure.
• Complete internal training and certifications as required.
• Provide coaching to L1 engineers and identify L1 gaps for management.
• Deliver training sessions to L1 teams as needed.
• Coordinate with other technical areas (Technical Account Management, Training, Field Support Engineers, L3, development).
• Fortinet (NASDAQ: FTNT) secures large enterprises and government organizations worldwide.

Conocimientos

Field sales experience

Technical Assistance Centers (TAC)

NOC/SOC/GSC exposure

TCP/IP knowledge

Routing protocols

L2/L3 switches

Firewalls and security products

IPSec/IDS/IPS

Anti-Spam/virus scanning

Call center experience

Portuguese language ability

Security certifications (SANS, (ISC)2,

Descripción del empleo

Fortinet in Colombia is seeking a skilled Technical Support/Field Engineer to provide advanced troubleshooting for Fortinet products and guide customers through complex networking issues. You will coordinate with L3, document configurations, and contribute to knowledge bases, while ensuring SLA adherence and clear communication with clients.

Experience in security products, networking protocols, and a willingness to learn Portuguese are advantageous.