Senior Endpoint Security Support Engineer

Fortinet; Ciudad de México; On-site; MXN 350,000 - 550,000; Full time

Job summary

Fortinet is seeking a Staff Technical Support Specialist in Mexico City to troubleshoot Fortinet Endpoint Solutions EMS/EDR and serve as an escalation point for high-profile cases. You will collect, analyze, and advise on configuration data, and provide education to customers on networking and Fortinet products.

You will evolve into a subject matter expert on endpoint security, including FortiClient and FortiAnalyzer, and stay current with security trends and MITRE ATT&CK framework.

Qualifications

• Experience in a technical support or system administration role.
• Deep working knowledge of Windows, macOS and Linux.
• Ability to collect OS level data within kernel and user space.
• Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches.
• Knowledge of TLS and PKI concepts.
• Authentication protocols including SAML and Kerberos.
• Experience with security products such as firewalls and VPNs.
• Understanding of security models and security frameworks (MITRE ATT&CK, ISO 27001).
• Strong troubleshooting and problem-solving skills.
• Call center experience in networking/security products is a plus.
• Strong written and verbal communication skills in English and Spanish.

Responsibilities

• Troubleshoot Fortinet Endpoint Solutions EMS/EDR.
• Act as escalation point for high profile cases until closure.
• Collect, analyze and recommend changes to configuration information.
• Recommend corrective actions based on analysis.
• Provide customer education on networking and product knowledge.
• Become SME on endpoint security including FortiClient and FortiAnalyzer.
• Consult technical docs, bulletins and release notes for known problems.
• Reproduce customer environments in lab to isolate and solve problems.
• Stay up to date on endpoint security trends and zero-day attacks.
• Manage customer communications and lead escalation meetings.
• Publish knowledge-based articles and develop training materials.

Skills

Troubleshooting

Networking basics

Windows/macOS/Linux

Customer-facing

TCP/IP basics

Security products

MITRE ATT&CK

Problem solving

Tools

Procmon

strace

WinDBG

System Informer

Kali Linux

Job description

Fortinet is seeking a Staff Technical Support Specialist in Mexico City to troubleshoot Fortinet Endpoint Solutions EMS/EDR and serve as an escalation point for high-profile cases. You will collect, analyze, and advise on configuration data, and provide education to customers on networking and Fortinet products.

You will evolve into a subject matter expert on endpoint security, including FortiClient and FortiAnalyzer, and stay current with security trends and MITRE ATT&CK framework.