Security-Driven Technical Support Engineer

Fortinet; Ciudad de México; On-site; MXN 450,000 - 600,000; Full time

Job summary

Fortinet is seeking a skilled technical account oriented professional in Mexico City to support advanced troubleshooting on Fortinet products and guidance on configurations and network information. You will collaborate with L3 and development teams and maintain customer relationships throughout case resolution.

The role emphasizes cross-functional coordination, knowledge-sharing, and ongoing training to meet SLAs and deliver high-quality security support for customers and partners.

Qualifications

• Field sales experience is typically required.
• Experience in TAC, NOC, SOC, GSC within a networking/security company.
• Understanding of TCP/IP, routing protocols, L2/L3 switches.
• Knowledge of security products such as firewalls, IPSec, IDS/IPS, anti-spam, virus scanning.
• Previous call center experience, preferably supporting data networking or security products.
• Ability to speak Portuguese is a plus or learn within 1 year.
• An independent security certification from SANS, (ISC)2, ISACA, BS7799/ISO17799 is a plus.

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.

Skills

Field sales

Networking / security

TCP/IP / routing

Security products (firewalls, IPSec, I

Call center experience

Portuguese language

Security certifications (SANS/ISC2/IS/

Job description

Fortinet is seeking a skilled technical account oriented professional in Mexico City to support advanced troubleshooting on Fortinet products and guidance on configurations and network information. You will collaborate with L3 and development teams and maintain customer relationships throughout case resolution.

The role emphasizes cross-functional coordination, knowledge-sharing, and ongoing training to meet SLAs and deliver high-quality security support for customers and partners.