Technical Support Engineer

Fortinet, Inc.; Ciudad de México; Presencial; MXN 30,000 - 50,000; Jornada completa

Descripción de la vacante

A leading network security company is looking for a Technical Support Specialist in Ciudad de México. In this role, you will analyze network and packet trace information, manage customer communication until case closure, and follow up on technical cases. The ideal candidate has a Bachelor's degree in Computer Science or related fields, along with strong troubleshooting abilities and fluency in English and Spanish. This position offers a dynamic work environment with opportunities for professional growth.

Formación

• Experience in a technical support role in a networking/security company or equivalent education.
• Desirable experience with security products like firewalls and IDS/IPS.
• Previous call center experience is preferable.

Responsabilidades

• Collection and analysis of customer network and packet trace information.
• Manage customer communication until case closure.
• Follow up on technical cases, ensuring proper escalation.

Conocimientos

Troubleshooting skills

Strong understanding of TCP/IP

Adaptability in dynamic environments

Strong English and Spanish skills

Educación

Bachelor's degree in Computer Science, Electronics or Telecommunications

Descripción del empleo

Responsibilities:

• Collection, analysis, and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and initial analysis of packet trace information

Job Experience / Abilities Required

• Experience in a technical support role in a networking/security company or equivalent education
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Desirable experience with security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning
• Strong troubleshooting and problem-solving skills
<>Working knowledge on Windows, UNIX, or Linux
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus.Ability to learn Portuguese within one year!
• Adaptable and flexible, operating in a fast-paced, dynamic environment.
• An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.
• Travel occasionally for short periods of time to take/provide training and special engagements
• Consultation of technical documentation, bulletins, and release notes for known problems
• Reproduction of customer environments on lab equipment
• 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 monthly to contribute with internal and external DB´s

Other Job Requirements

Bachelor / Engineering degree in Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority.