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Technical Support Engineer 3

Reference ID: %7BCB743F19-AE09-4CCD-AD13-3E6F0BB0B886%7D
Customer Service and Support
Full Time
Burnaby, BC     

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Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. They are strengthened by the industry's highest level of threat research, intelligence and analytics. Unlike pure-play network security providers, Fortinet can solve organizations' most important security challenges, whether in networked, application or mobile environments - be it virtualized/cloud or physical. More than 210,000 customers worldwide, including some of the largest and most complex organizations, trust Fortinet to protect their brands. Learn more at , the  Fortinet Blog  or  FortiGuard Labs .
Fortinet is looking for experienced Escalation Engineer to join our Burnaby office to provide exceptional customer service and technical help for our loyal customers. This role is an escalation point for Fortinet partners and Technical Support Engineer 1 / 2 's that require further assistance when experiencing technical issues with Fortinet products. This group of seasoned engineers will also interface with QA and Development teams to solve customer problems and identify bugs through replication and testing.

Job Responsibilities
• Work closely and provide direct technical email and phone support to our customers in the America’s Region (Canada, US, Central and South America)
• Analysis of support requests; completion of requests for information and documentation
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and initial analysis of packet trace information
• Recommend actions based on analysis
• Customer education (gaps in networking, product knowledge etc…)
• Consultation of technical documentation, bulletins and release notes for known problem
• Reproduction of customer environments on lab equipment
• Follow up technical cases, escalate, and manage the right expectation until the closure of the cases
• Provide knowledge transfer to peer engineers and advisory to junior engineers

Job Skills Required
• At least 6-8 years of experience in a technical support role in a networking/security company
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Experience with security products firewalls, IPSec, SSL, IPS, Anti-Spam, virus scanning, authentication protocols
• Strong troubleshooting and problem solving skills
• Deep working knowledge of Windows, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.

Educational Requirements
Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable




Posted: December 9, 2016
Closes:January 8, 2017
Email Address:
Company Info
1001-5000 employees

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About Fortinet

Fortinet (NASDAQ: FTNT) is a worldwide provider of network security appliances and the market leader in unified threat management (UTM). Our products and subscription services provide broad, integr...