Technical Security Network Support Engineer

Fortinet, Inc.; Bogotá; On-site; COP 36,000,000 - 60,000,000; Full time

Job summary

Fortinet, Inc. in Bogotá seeks a field sales/technical specialist to support networking and security products across LATAM. You will troubleshoot, analyze configurations, and educate customers while coordinating with L3 teams and maintaining case SLAs.

Experience in call centers and security certifications are valued; Portuguese language ability is a plus. You will collaborate with regional teams to deliver strong service and product knowledge.

Qualifications

• Field sales experience in networking/security environments.
• Understanding of TCP/IP, routing protocols, L2/L3 switches.
• Security product knowledge: firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning.
• Call center experience preferred for customer interactions.
• Portuguese language a plus; learnable within 1 year.
• Security certifications (SANS, (ISC)2, ISACA, ISO17799) a plus.

Responsibilities

• Advanced troubleshooting on the full range of Fortinet products.
• Gather, analyze and share configuration, network and packet trace information.
• Provide customer education where gaps exist in networking or product knowledge.
• Consult technical docs, bulletins and release notes for known problems.
• Reproduce customer environments in a lab; escalate to L3 as needed.
• Manage customer communications until case closure; meet SLA targets.
• Submit KB articles monthly to internal/external databases.
• Coordinate with Latin America and AMER teams to improve service.
• Deliver training sessions to L1 teams as needed.
• Collaborate with other technical areas (Training, Field Support, L3) to resolve issues.

Skills

Field sales

Networking security domain

TCP/IP & routing

Firewall basics

Call center experience

Portuguese language

Security certifications

Tools

Fortinet products

L3/L2 support collaboration

Job description

Fortinet, Inc. in Bogotá seeks a field sales/technical specialist to support networking and security products across LATAM. You will troubleshoot, analyze configurations, and educate customers while coordinating with L3 teams and maintaining case SLAs.

Experience in call centers and security certifications are valued; Portuguese language ability is a plus. You will collaborate with regional teams to deliver strong service and product knowledge.