Senior Network Security Support Specialist

hace 2 semanas


Ciudad de México, Ciudad de México Fortinet A tiempo completo
Job Summary

We are seeking a highly skilled and experienced Technical Support Engineer to join our team. As a Senior Network Security Support Specialist, you will be responsible for providing advanced technical support to our customers on Fortinet products.

About the Role

In this role, you will be working closely with our customers to troubleshoot and resolve complex technical issues related to Fortigate products. You will also be responsible for collecting and analyzing configuration information, customer network data, and packet trace information to identify and recommend corrective actions.

You will work collaboratively with our peers within the post-sales and pre-sales teams to develop initiatives that improve our service to customers, partners, and the security community. Your goal will be to achieve customer satisfaction by honoring SLAs and metrics.

Key Responsibilities
  • Advanced troubleshooting on Fortigate products
  • Collection, analysis, and change recommendations of configuration information
  • Collection and analysis of customer network information
  • Collection and initial analysis of packet trace information
  • Recommend corrective actions based on analysis
  • Manage customer communication and expectations until the closure of each case
  • Collaborate with peers to develop initiatives for better service
  • Honor SLAs and metrics to achieve customer satisfaction
Requirements

To be successful in this role, you will need:

  • 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
Work Environment

This position is onsite in CDMX.

Salary Information

The estimated salary for this position is $60,000 - $80,000 per annum, depending on experience.



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