Technical Support Engineer

Fortinet, Inc.; Bogotá; Presencial; COP 66.960.000 - 111.600.000; Jornada completa

Descripción de la vacante

Fortinet, Inc. in Bogotá seeks an experienced technical sales/support professional to handle advanced troubleshooting for Fortinet products and to analyze customer network data for effective configurations. The role involves educating customers, coordinating with L3 support, and ensuring timely case closures.

The candidate will collaborate with LATAM and AMER teams, adhere to SLAs, and drive improvements in service delivery across the region. Portuguese language skills are a plus.

Formación

• Experience in field sales within networking/security environments.
• Understanding of Fortinet security products and networking basics.
• Certifications in security (SANS, (ISC)2, ISACA) are a plus.

Responsabilidades

• Advanced troubleshooting on Fortinet products.
• Analyze configuration and network data to make recommendations.
• Educate customers on products and processes as needed.
• Follow up on technical cases and ensure proper escalation and closure.
• Maintain SLA commitments and high customer satisfaction.
• Collaborate with LATAM and AMER teams to improve service quality.

Conocimientos

Field sales experience

Networking fundamentals

TCP/IP

Routing protocols

L2/L3 switches

Security products

firewalls

IPSec

IDS/IPS

Anti-Spam

Virus scanning

Portuguese language

Security certifications

Descripción del empleo

Skills & Qualifications

• Typically requires field sales experience
• Areas of TAC (Technical Assistance Centers) , NOC (Network Operation Centers) , SOC (Security Operation Centers) , GSC (Global Service Center) with a networking/security company.
• Understanding of TCP/IP, routing protocols, L2/L3 switches
• Security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Ability to speak Portuguese is a plus or learn within 1 year.
• An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.

Job Duties and responsibilities

• Advanced troubleshooting on the full range of Fortinet products
• Collection, analysis and change recommendations of configuration information, customer network information and/or packet trace information
• Provide customer education where needed due to gaps in networking, product knowledge, processes, etc…
• Consultation of technical documentation, bulletins and release notes for known problems
• Reproduction of customer environments on lab equipment; work with L3 support 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 communication and expectations until the closure of each case
• Submit KB articles on a monthly basis to contribute with internal and external DB´s
• Use internal resources to self-study technologies and products as required by customer´s demand
• Collaboratively work with peers within Latin America and AMER region, in order to work on initiatives which can help to give better service to our customers, partners and the security community in general
• Honor SLA´s and metrics in order to achieve customer satisfaction
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
• Submit bugs and NFR´s to L3 and development.
• Ensure clear and courteous communication with the customer until ticket closure
• Complete internal training as need and pass internal certifications as required
• Provide coaching to L1 ENG´s and detect L1 technical areas of opportunity to be addressed by the manager.
• Deliver training technical sessions to L1 teams complementing training as needed.
• Effective communication with other technical areas; Technical Account management, Training, Field Support Engineers, L3 engineers, development, etc.