Technical 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

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 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.

Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.

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].

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.

This role is an escalation point for Fortinet partners and Technical Support Engineers that require further assistance when experiencing technical issues with Fortinet products. This group of seasoned engineers will also interface with QA and Development teams to solve customer problems and identify bugs through replication and testing