Fortinet

Technical Support Engineer

Reposted 14 Days 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.

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.