Senior Technical Support Specialist

Fortinet is looking for a Technical Support Specialist to provide exceptional customer service and technical help for our loyal customers. The Support Expert is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and testing.

Requirements

• Basic troubleshooting on the core Fortinet products
• FortiClient and FortiGate - collection, analysis and change recommendations of configuration information
• Collection and analysis of customer system information
• Recommend corrective actions based on analysis
• Provide customer education where needed due to gaps in networking, product knowledge etc.
• Consultation of technical documentation, bulletins and release notes for known problems
• Reproduction of customer environments on lab equipment; work 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 communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation

Benefits

• 100% company paid medical, dental, and vision coverage
• Health Spending Account
• Personal Spending Account
• Employee & Family Assistance Plan (EFAP)
• Critical illness, disability, and life insurance
• Group Registered Retirement Savings Plan (RRSP) with a company match
• Paid Time Off and flexible leave policies