Technical Support Specialist

hace 5 horas

Xico, México Fortinet A tiempo completo
Job Title: Technical Support Engineer

About the Role:

We are seeking a highly skilled Technical Support Engineer to join our team at Fortinet. As a Technical Support Engineer, you will be responsible for providing advanced troubleshooting and technical support to our customers.

Key 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 to internal and external databases
  • Use internal resources to self-study technologies and products as required by customer demand
  • Collaboratively work with peers within Latin America and AMER region to work on initiatives that can help provide better service to our customers, partners, and the security community in general
  • Honor SLAs and metrics 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 NFRs to L3 and development
  • Ensure clear and courteous communication with the customer until ticket closure
  • Complete internal training as needed and pass internal certifications as required
  • Provide coaching to L1 ENGs and detect L1 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.

Requirements:

  • 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 product firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning
  • Previous call center experience, preferably supporting data networking products and/or security products is desirable
  • Ability to speak Portuguese is a plus
  • An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus

What We Offer:

As a Technical Support Engineer at Fortinet, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

How to Apply:

If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.

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