Staff Technical Support Specialist

Job description

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Staff Technical Support Specialist for our FortiEDR team to contribute to the success of our rapidly growing business. 

As a Staff Technical Support Specialist, you will be involved in:

• Troubleshooting Fortinet’s Endpoint Detection and Response product, FortiEDR.
• Act as an escalation point for high profile cases and customers including proper management of the case until case closure.
• Collection, analysis and change recommendations of configuration information.
• Recommend corrective actions based on analysis.
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.
• 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.
• Remain up to date on security trends, especially surrounding the endpoint market, evolving zero-day attacks and TTP’s.
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation. 
This is an excerpt. Read the full job description on Fortinet careers →