Technical Support Specialist- FortiSASE

Responsibilities

You will troubleshoot FortiSASE products, analyze customer system configurations, and provide corrective recommendations. Additionally, you will manage technical cases, lead customer meetings, and provide education to resolve networking or product knowledge gaps.

Requirements

Candidates should have 3+ years of experience in technical support or system administration within a networking or security environment. A bachelor's degree in Computer Science or a related field is preferred, along with deep knowledge of operating systems, networking protocols, and security technologies.

Skills

• Technical support
• FortiSASE
• Troubleshooting
• Operating systems
• TCP/IP
• Routing protocols
• L2/L3 switches
• BGP
• SDWAN
• Authentication protocols
• LDAP
• SAML
• RADIUS
• OAuth
• Firewalls
• VPN

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Health spending account
• Personal spending account
• Employee & family assistance plan
• Critical illness insurance
• Disability insurance
• Life insurance
• Group registered retirement savings plan
• Paid time off
• Flexible leave policies
• Paid health days
• Equity program

About this role

As a Technical Support Engineer, you will: 

* Troubleshoot Fortinet’s Secure Access Service Edge product, FortiSASE.
* 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 3+ years of experience in a technical support or system
administration role in a networking/security company or equivalent education
* Deep working knowledge of operating systems -- Windows, OSX, Linux
* Deep understanding of TCP/IP, routing protocols, L2/L3 switches
* Strong understanding of BGP, Hub-and-Spoke technology, SDWAN
* Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
* Experience with security products -firewalls, IDS/IPS, VPN, virus scanning
* Strong troubleshooting and problem-solving skills
* Previous call center experience, preferably supporting data networking
products and/or security products is desirable
* Strong communication skills, both written and verbal

Educational Requirement:  

* Bachelor's degree in Computer Science, Software Engineering or related field,
or an equivalent combination of training and experience is desirable.

About Our Team:

Join our 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
solutions.

Why 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.

The Canada base salary range for this full-time position is expected to be
between $90,000 - $110,000 annually.  Wage ranges are based on various factors
including the labour market, job type, and job level.  Exact salary offers will
be determined by factors such as the candidate’s subject knowledge, skill level,
qualifications, and experience. 

Fortinet strives to provide you and your family with a comprehensive benefits
package. Benefits eligibility starts on your first day of hire and comprises of
100% company paid medical, dental, and vision coverage, including a Health
Spending Account and a Personal Spending Account that gives you flexibility to
spend where you need it the most. Our Employee & Family Assistance Plan (EFAP)
offers you and your family access to various services like counseling, legal
advice, mental health resources etc. We also provide critical illness,
disability, and life insurance, as well as a Group Registered Retirement Savings
Plan (RRSP) with a company match to help you save faster for retirement. We
offer competitive Paid Time Off and flexible leave policies, including paid
health days, to help you take care of yourself and your family members.

All roles are eligible to participate in the Fortinet equity program.  Bonus
eligibility is reviewed at time of hire and annually at the Company’s
discretion. 

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 accommodations@fortinet.com.
 
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.

About Fortinet

Computer and Network Security · 10,001+ employees · headquartered in Sunnyvale, CA