Technical Support Specialist 2

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 Technical Support Specialist to contribute to the success of our rapidly growing business.

You would act as the Technical Support Specialist for Burnaby TAC Team to provide exceptional customer service and technical help for our loyal customers. The Support Specialist 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.

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

• Troubleshooting Fortinet’s Endpoint Detection and Response product, FortiEDR and FortiEndpoint.
• 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
This is an excerpt. Read the full job description on Fortinet careers →