Senior Security & Networking Support Engineer

Fortinet, Inc.; Ciudad de México; Híbrido; MXN 500.000 - 900.000; Jornada completa

Descripción de la vacante

Fortinet, Inc. in Mexico City is seeking an experienced Technical Account Manager to support customers across Latin America and the AMER region. You will troubleshoot Fortinet products, analyze network data, and provide guidance to improve security and performance.

You will collaborate with L1-L3 teams, contribute to knowledge bases, and ensure adherence to SLAs while delivering training and coaching to engineers.

Formación

• Field sales experience in networking/security is required.
• Experience in TAC/NOC/SOC or Global Service Center roles.
• Strong understanding of TCP/IP, routing and L2/L3 switches.
• Knowledge of Fortinet security products and related technologies.
• Experience in data networking or security product support is desirable.

Responsabilidades

• Troubleshoot Fortinet products end-to-end.
• Analyze and collect network information and packet traces.
• Educate customers on gaps in networking or product knowledge.
• Consult with technical documentation and release notes.
• Replicate customer environments in lab and coordinate with L3 support.
• Escalate and close cases; manage customer expectations.
• Submit KB articles monthly to internal/external DBs.
• Study technologies and products per customer demand.
• Collaborate with LATAM and AMER regions to improve service.
• Adhere to SLAs and metrics; conduct customer management meetings.
• Provide coaching to L1 engineers and lead training sessions.
• Coordinate with TAC, Training, Field Support, Development.

Conocimientos

Field sales

Networking concepts

TCP/IP

L2/L3 switches

Security products

Call center

Portuguese language

Security certifications

Descripción del empleo

Fortinet, Inc. in Mexico City is seeking an experienced Technical Account Manager to support customers across Latin America and the AMER region. You will troubleshoot Fortinet products, analyze network data, and provide guidance to improve security and performance.

You will collaborate with L1-L3 teams, contribute to knowledge bases, and ensure adherence to SLAs while delivering training and coaching to engineers.