Senior Endpoint Security Support Specialist

Fortinet, Inc.; Ciudad de México; Hybrid; MXN 446,000 - 725,000; Full time

Job summary

Fortinet, Inc. is seeking a Staff Technical Support Specialist to troubleshoot Fortinet’s Endpoint Solutions EMS/EDR, act as escalation point, and guide customers through complex cases. You will collect diagnostic data, reproduce environments, and contribute to knowledge articles.

The role requires strong OS knowledge (Windows/macOS/Linux), networking concepts, and familiarity with security frameworks such as MITRE ATT&CK and ISO 27001. Excellent communication skills are essential.

Qualifications

• Experience in a technical support or system administration role in networking/security.
• Deep working knowledge of Windows, macOS and Linux operating systems.
• Ability to collect OS level data and analyze for problem pinpointing.
• Strong TCP/IP, ARP, DNS, DHCP, and L2/L3 switch understanding.
• Knowledge of TLS, PKI, SAML and Kerberos authentication.
• Experience with firewalls, IDS/IPS, VPNs and virus scanning products.
• Familiarity with MITRE ATT&CK and ISO 27001 security frameworks.
• Excellent troubleshooting, problem solving and communication skills.
• Call center experience is desirable.

Responsibilities

• Troubleshoot Fortinet endpoint solutions EMS/EDR and act as escalation point.
• Collect, analyze, and recommend changes to configuration data.
• Provide customer education and publish knowledge-based articles.
• Reproduce customer environments in labs and isolate issues.
• Manage customer communications and drive case closures.
• Develop and maintain training materials for the team.
• Stay up to date on security trends and endpoint threats.

Skills

Operating Systems

Networking basics

TCP/IP

TLS / PKI

SAML

Kerberos

Firewalls

VPN

IDS/IPS

MITRE ATT&CK

ISO 27001

Troubleshooting

Communication

Call center

Education

Equivalent education

Tools

Kali Linux

Metasploit

WinDBG

Procmon

Job description

Fortinet, Inc. is seeking a Staff Technical Support Specialist to troubleshoot Fortinet’s Endpoint Solutions EMS/EDR, act as escalation point, and guide customers through complex cases. You will collect diagnostic data, reproduce environments, and contribute to knowledge articles.

The role requires strong OS knowledge (Windows/macOS/Linux), networking concepts, and familiarity with security frameworks such as MITRE ATT&CK and ISO 27001. Excellent communication skills are essential.