Job Description

Fortinet is looking for an experienced technical support engineer to join our Burnaby office to provide exceptional customer service and technical help for our loyal customers.

The candidate would join our support team that specializes in supporting the following Centralized Management & SOC Solutions from Fortinet:

FortiAnalyzer -- Centralized Logging & Reporting

FortiManager -- Centralized Configuration Management

The engineer will also interface with our QA and software development team to solve customer problems and identify bugs through replication and testing. Wherever possible, the products supported will be actively promoted while looking out for ways that Fortinet can improve both products and documentation.

The ideal candidate is not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

 Job Responsibilities:

·        Provide direct technical web and telephone support

• Ensure that reported issues are well understood and the needed information is collected
• Troubleshooting FortiAnalyzer and FortiManager
• Recommend corrective actions based on analysis of collected information
• Provide Customer education where needed due to gaps in networking, product knowledge etc...
• Consult technical documentation, bulletins and release notes for known problems
• Reproduce customer environments using lab equipment and report bugs
• Recommend alternative solutions or workarounds
• Manage cases until case closure, taking the initiative to follow up internally as required to obtain changes or solutions needed to resolve the customer's issue
• Manage customer communications and expectations until the closure of each case
• Provide knowledge transfer to peer engineers