Technical Support Specialist
hace 1 semana
Job Summary
We are seeking a highly skilled Technical Support Specialist to join our team at Fortinet. As a Technical Support Specialist, you will be responsible for providing advanced technical support to our customers, troubleshooting complex issues, and collaborating with our engineering team to resolve technical cases.
Key Responsibilities
- Advanced troubleshooting on a wide range of Fortinet products
- Collection, analysis, and recommendation of configuration information
- Collection and analysis of customer network information
- Collection and initial analysis of packet trace information
- Recommend corrective actions based on analysis
- 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.
- Collaborate with peers within Latin America and AMER region to work on initiatives that improve customer service, partner satisfaction, and the security community.
- 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.
- Proper follow-up of established processes.
- Suggest areas of improvement in the ticket handling process.
- 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, including Technical Account management, Training, Field Support Engineers, L3 engineers, development, etc.
Qualifications
Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years' experience; or equivalent experience.
Knowledge, Skills, and Abilities
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 proven track record of problem-solving skills.
Desirable working knowledge of Windows, UNIX, or Linux.
Previous call center experience, preferably supporting data networking products and/or security products is desirable.
Strong English and Spanish communication skills, both written and verbal. Ability to speak Portuguese is a plus or learn within 1 year.
Strong analytical skills, oriented to details.
Highly organized, multi-tasking skills required.
Adaptable and flexible, operating in a fast-paced, dynamic environment and work well under pressure.
An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.
10-20% occasional travel occasionally for training and special engagements.
-
Technical Support Specialist
hace 1 semana
Xico, México Wipro Technologies A tiempo completoJob SummaryWipro Technologies is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to our customers, ensuring the smooth operation of our voice and data networks.Key ResponsibilitiesProvide technical support to customers, including troubleshooting...
-
Technical Support Specialist
hace 1 semana
Xico, México Amazon A tiempo completoAbout the RoleAudible, a subsidiary of Amazon, is seeking a highly skilled and motivated Technical Support Specialist to join our growing team. As a Technical Support Specialist, you will play a critical role in providing exceptional customer support and technical expertise to our customers.Key ResponsibilitiesProvide technical support and troubleshooting...
-
Technical Support Specialist
hace 1 semana
Xico, México Audible A tiempo completoAbout AudibleAudible is a leading provider of audio storytelling, offering immersive and cinematic experiences that enrich customers' daily lives. Our innovative approach to audio content has made us a pioneer in the industry.Job SummaryWe are seeking a highly motivated and customer-focused Technical Support Specialist to join our growing team. As a...
-
Technical Support Specialist
hace 1 semana
Xico, México Nielseniq A tiempo completo**Job Summary**We are seeking a highly skilled Technical Support Specialist to join our NielsenIQ Technology team. As a Technical Support Specialist, you will be responsible for providing enterprise-level technical support to our customers and prospects via a support ticketing system and within Service Level Agreements (SLAs).**Key Responsibilities**Provide...
-
Technical Support Specialist
hace 1 semana
Xico, México Codertal A tiempo completoJob Summary:Codertal is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Resolve technical issues related to internet and telephone services to ensure customer satisfaction and...
-
Technical Support Specialist
hace 1 semana
Xico, México Legion A tiempo completoJob SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Legion. As a Technical Support Specialist, you will be responsible for providing exceptional support to our customers, troubleshooting complex issues, and escalating issues to our engineering team as needed.Key ResponsibilitiesTroubleshoot complex technical issues and...
-
Technical Support Specialist
hace 1 semana
Xico, México Zendesk A tiempo completoAbout the RoleWe're seeking a highly skilled Technical Support Specialist to join our team at Zendesk. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.Key ResponsibilitiesProvide technical support to clients via phone, email, and chatResolve customer issues in a timely...
-
Technical Support Specialist
hace 1 semana
Xico, México Rackspace A tiempo completo**Job Summary**We are seeking a highly skilled and customer-focused Technical Support Specialist to join our team at Rackspace. As a Technical Support Specialist, you will be the first point of contact for our customers, providing timely and effective support to resolve their technical issues.**Key Responsibilities:**• Provide world-class technical support...
-
Technical Support Specialist
hace 2 días
Xico, México Jumpcloud Inc., Corporation A tiempo completoJob SummaryAt Jumpcloud Inc., Corporation, we are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing world-class technical support to our customers.Key ResponsibilitiesProvide technical support, troubleshooting, and issue resolution to our customers via various...
-
Technical Support Specialist
hace 1 semana
Xico, México Didi Global A tiempo completoAbout the Role**Job Summary:**We are seeking a highly skilled Technical Support Specialist to join our Fintech Technical Support Team in Mexico. As a Technical Support Specialist, you will be responsible for monitoring system performance, collaborating with peer teams and external vendors to resolve technical issues, and maintaining up-to-date knowledge of...
-
Technical Support Specialist
hace 1 semana
Xico, México World Business Lenders, Llc A tiempo completoAt World Business Lenders, LLC, we are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our clients in a remote environment.Key Responsibilities:Manage time effectively and be motivated, reliable, and a self-starter.Ability to work...
-
Technical Support Specialist
hace 7 días
Xico, México Codertal A tiempo completoJob Summary:Codertal is seeking a highly skilled and experienced Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional customer service to our clients, resolving technical issues, and promoting additional products or services.Key Responsibilities:Engage in retention efforts to...
-
Technical Support Specialist
hace 1 semana
Xico, México Codertal A tiempo completoJob Summary:Codertal is seeking a highly skilled and experienced Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional customer service to address inquiries, concerns, and complaints effectively.Key Responsibilities:Engage in social media interactions to address customer questions...
-
Technical Support Specialist
hace 2 días
Xico, México Gbg A tiempo completoAbout GBGGBG is a leading expert in global identity and location, providing intelligence to businesses to make informed decisions about their customers.Our MissionWe empower businesses to reach and trust their customers by providing unique insight into locations and identities.Why Work with UsWe offer a dynamic and challenging work environment, where you can...
-
Technical Support Specialist
hace 1 día
Xico, México Okta, Inc. A tiempo completo**About Okta, Inc.**Okta, Inc. is a leading provider of identity and access management solutions. We empower organizations to securely connect with customers, employees, and partners in a rapidly changing digital landscape.**Job Summary**We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will...
-
Senior Technical Support Specialist
hace 1 semana
Xico, México Oracle A tiempo completoJob Summary:We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our team at Oracle. As a key member of our technical support team, you will be responsible for providing expert technical support and business solution implementation to our customers.Key Responsibilities:Provide proactive technical support to customers,...
-
Technical Support Specialist
hace 1 semana
Xico, México Servicios Comerciales Amazon M A tiempo completoAbout This RoleWe are seeking a highly skilled Technical Support Specialist to join our team at Servicios Comerciales Amazon M. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our customers, troubleshooting and resolving complex technical issues, and collaborating with our development teams to improve...
-
Technical Support Specialist
hace 1 semana
Xico, México Schleuniger Group A tiempo completoAbout the Role:Schleuniger Group is seeking a highly skilled and experienced Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to our customers, employees, and sales representatives.Key Responsibilities:Diagnose and repair Schleuniger machines (electro-mechanical and...
-
Technical Support Specialist
hace 1 semana
Xico, México Misumi México A tiempo completoAbout the RoleMisumi México is seeking a highly skilled and motivated Technical Support Specialist to join our team. As a key member of our engineering support team, you will be responsible for providing expert technical assistance to customers regarding measurements and standards of electronic and automation components for the manufacturing industry.Key...
-
Technical Support Specialist
hace 1 semana
Xico, México Syntax Systems Ltd. A tiempo completo**Job Summary**We are seeking a highly skilled Technical Support Specialist to join our team at Syntax Systems Ltd. as an IT Service Desk Agent. As a Customer Support Technician, you will be the primary point of contact for all Syntax Customers, providing timely and effective support to resolve their technical issues.**Key Responsibilities**• Troubleshoot...