Technical Support Engineer

Provide basic troubleshooting on the full range of Fortinet products to our clients in Latin America**Responsibilities**:- Medium to advanced troubleshooting on the full range of Fortinet Data Analytics products such as FortiGate to name a few.- 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- 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 senior support engineer 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- Proper follow up of the processes established- Suggest areas of improvement in the ticket handling process- Provide coaching to L1 ENG´s 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.- Proactively take action to close tickets in a timely manner.**Job Experience / Abilities Required**:- At least 2+ years experience in a technical support role in a networking/security company or equivalent education- Strong communication skills- Strong negotiation sills- Strong tolerance to frustration, dealing with difficult customers and stress situations.- 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- Medium working knowledge of operating systems -Linux (CentOS) and Windows Server.- Previous call center experience, preferably supporting data networking products and/or security products is desirable.- Working experience with FortiGate platforms.- Working experience of scripting languages: Perl, Phyton and Shell.- English and Spanish communication skills both written and verbal. Ability to speak Portuguese is a plus.- Strong analytical skills, oriented to details.- Proven track as problem solver.- Highly organized, multi-tasking skills required.- Adaptable and flexible, operating in a fast-paced, dynamic environment.- Ability to work and take quick decisions under pressure.- 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- Speak Portuguese in a 1 year term tops.- Availability to travel: 10%.**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.LI-IA1