Fortinet

Technical Support Engineer

Reposted One Month Ago

Be an Early Applicant

Mexico, Cuauhtémoc, Mexico City, MEX

In-Office

Junior

Security • Software • Cybersecurity

The Role

Provide technical support for networking and security products: collect/analyze configuration, network and packet-trace data; reproduce issues in lab; manage and escalate cases; maintain customer communication; contribute knowledgebase articles; occasionally travel for training.

Summary Generated by Built In

Responsibilities:

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

Job Experience / Abilities Required

Experience in a technical support role in a networking/security company or equivalent education
Strong understanding of TCP/IP, routing protocols, L2/L3 switches
Desirable experience with security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning
Strong troubleshooting and problem-solving skills
Working knowledge on Windows, UNIX, or Linux
Previous call center experience, preferably supporting data networking products and/or security products is desirable.
Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus. Ability to learn Portuguese within one year!
Adaptable and flexible, operating in a fast-paced, dynamic environment.
An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.
Travel occasionally for short periods of time to take/provide training and special engagements
Consultation of technical documentation, bulletins, and release notes for known problems
Reproduction of customer environments on lab equipment
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 monthly to contribute with internal and external DB´s

Other Job Requirements
Bachelor / Engineering degree in Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority.

Skills Required

Experience in a technical support role in a networking/security company or equivalent education
Strong understanding of TCP/IP, routing protocols, L2/L3 switches
Experience with security products (firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning)
Strong troubleshooting and problem-solving skills
Working knowledge of Windows, UNIX, or Linux
Previous call center experience supporting data networking and/or security products
Strong English and Spanish skills, both written and verbal
Ability to speak Portuguese or willingness to learn Portuguese within one year
Independent security certification (SANS, (ISC)2, ISACA, BS7799/ISO17799)
Occasional travel for short periods for training and special engagements
Bachelor's degree in Computer Science, Electronics or Telecommunications

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.

Healthcare Strength — Healthcare offerings appear comprehensive, including medical, dental, vision, counseling, wellness programs, and HSA/FSA options. Some materials also highlight affordability and multiple plan choices.
Leave & Time Off Breadth — Time off is described as strong, with PTO and reports of flexible or even unlimited PTO depending on team or manager. These options contribute to a perception of good flexibility.
Parental & Family Support — Support includes maternity and paternity leave alongside childcare/parenting resources and adoption/surrogacy assistance. This indicates robust family-oriented benefits.