Technical Support Engineer

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

Descripción de la vacante

A global cybersecurity company is seeking a technical support specialist in Ciudad de México. The role involves advanced troubleshooting of security products, providing customer education, and managing communications throughout case resolution. Candidates should have field sales experience, an understanding of networking protocols, and ideally previous call center experience. The position requires effective collaboration with both customers and internal teams to ensure high levels of customer satisfaction.

Formación

• Experience working in TAC, NOC, SOC, or GSC environments with networking/security companies.
• Knowledge of routing protocols and L2/L3 switches.
• Ability to independently troubleshoot a wide range of security products.

Responsabilidades

• Provide technical support on all Fortinet products.
• Analyze configuration and network information for troubleshooting.
• Educate customers on networking and product knowledge.
• Collaborate with L3 support to solve technical issues.
• Manage customer communication regarding case status.

Conocimientos

Field sales experience

Understanding of TCP/IP

Security products experience

Previous call center experience

Independent certification in security

Descripción del empleo

Skills & Qualifications

• Typically requires field sales experience
• Areas of TAC (Technical Assistance Centers) , NOC (Network Operation Centers) , SOC (Security Operation Centers) , GSC (Global Service Center) with a networking/security company.
• Understanding of TCP/IP, routing protocols, L2/L3 switches
• Security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.

Job Duties and 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 L favourable 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.