Fortinet

Technical Support Engineer

Posted 21 Days Ago

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Bogotá, Distrito Capital, COL

In-Office

Mid level

Security • Software • Cybersecurity

The Role

Provide advanced troubleshooting and technical support for Fortinet security products; analyze configurations and packet traces; reproduce customer environments; manage and escalate cases to closure; produce KB articles; train and coach L1 engineers; collaborate across LATAM and AMER to meet SLAs and customer expectations.

Summary Generated by Built In

Skills & Qualifications

Typically requires field sales experience

Areas of TAC (Technical Assistance Centers) , NOC (Network Operation Centers) , SOC (Security Operation Centers) , GSC (Global Service Center) with a networking/security company.

Understanding of TCP/IP, routing protocols, L2/L3 switches

Security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning

Previous call center experience, preferably supporting data networking products and/or security products is desirable.

Ability to speak Portuguese is a plus or learn within 1 year.

An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.

Job Duties and responsibilities 

Advanced troubleshooting on the full range of Fortinet products

Collection, analysis and change recommendations of configuration information, customer network information and/or packet trace information

Provide customer education where needed due to gaps in networking, product knowledge, processes, etc…

Consultation of technical documentation, bulletins and release notes for known problems

Reproduction of customer environments on lab equipment; work with L3 support 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 communication and expectations until the closure of each case

Submit KB articles on a monthly basis to contribute with internal and external DB´s

Use internal resources to self-study technologies and products as required by customer´s demand

Collaboratively work with peers within Latin America and AMER region, in order to work on initiatives which can help to give better service to our customers, partners and the security community in general

Honor SLA´s and metrics in order to achieve customer satisfaction

Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.

Submit bugs and NFR´s to L3 and development.

Ensure clear and courteous communication with the customer until ticket closure

Complete internal training as need and pass internal certifications as required

Provide coaching to L1 ENG´s and detect L1 technical areas of opportunity to be addressed by the manager.

Deliver training technical sessions to L1 teams complementing training as needed.

Effective communication with other technical areas; Technical Account management, Training, Field Support Engineers, L3 engineers, development, etc.

About 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.

Skills Required

Field sales experience
Experience in TAC, NOC, SOC, or GSC at a networking/security company
Understanding of TCP/IP, routing protocols, L2 and L3 switches
Experience with security products: firewalls, IPSec, IDS/IPS, anti-spam, virus scanning
Advanced troubleshooting experience with Fortinet products
Previous call center experience supporting data networking or security products
Ability to speak Portuguese or willingness to learn within one year
Independent security certification (SANS, (ISC)2, ISACA, BS7799/ISO17799)

Fortinet Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fortinet and has not been reviewed or approved by Fortinet.

Affordable Benefits — Medical coverage includes a no-premium HDHP option with HSA funding alongside PPO/HMO choices, reducing employee costs at enrollment. Eligibility starts on the date of hire and includes company-paid life and disability coverage.
Wellbeing & Lifestyle Benefits — Mental-health access through Modern Health and an EAP offers therapy, coaching, and counseling resources. Lifestyle extras such as legal assistance, commuter benefits, pet-insurance discounts, and subsidized meals and snacks enhance everyday support.
Strong & Reliable Incentives — Compensation packages include annual bonuses, sales commissions, and stock awards. Earnings potential can be strong in sales when quotas are realistic and attainment is high.