Senior Technical Support Engineer – Fortinet

Title of the Job: Senior Technical Support Engineer

Location: Ottawa, ON

Job Description: 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 Senior Technical
Support Engineer to join our Ottawa office to provide exceptional customer service and technical help
for our loyal customers and to contribute to the success of our rapidly growing business. The Senior Support
Engineer 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 Engineer, you will:

• Provide basic troubleshooting on the core Fortinet products – 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

We Are Looking For:

• Candidate with minimum 3 Plus years of experience in a technical support or system administration role in a networking/security company or equivalent education
• Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• Deep working knowledge of operating systems — Windows, OSX, Linux
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches.
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem-solving skills
• Past experience using AI tools to help the effectiveness of your day-to-day activities
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Bilingualism in French is desirable
• Strong communication skills, both written and verbal

About Our Team:
Join the Fortinet TAC Ottawa team, known for its collaborative ethos, working seamlessly with global
customers, internal engineering teams and product development groups. Our team culture emphasizes
continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace
Fortinet’s core values of openness, teamwork and innovation, fostering an environment where team
members support each other, share knowledge, and leverage AI to solve complex technical challenges.
Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining
Fortinet’s high standards of excellence in cybersecurity solutionsWhy Join Us:
We encourage candidates from all backgrounds and identities to apply. We offer a supportive work
environment and a competitive Total Rewards package to support you with your overall health and
financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet.
Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers
around the globe.#GD#LI-LH1About Us:Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network – today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at [email protected].Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.

Company Name: Fortinet

Salary:

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