Fortinet

Technical Support Engineer

Reposted One Month Ago

Ottawa, ON, CAN

Hybrid

74K-90K Annually

Junior

Security • Software • Cybersecurity

The Role

Provide web and telephone technical support for Fortinet products (FortiMail, FortiVoice, FortiRecorder, FortiSandbox). Troubleshoot network/security issues, collect and analyze configuration, network and packet trace data, recommend corrective actions, reproduce customer environments in lab, consult documentation, escalate and manage cases to closure, and educate customers on product and networking gaps.

Summary Generated by Built In

Fortinet is looking for Technical Support Engineer to join our growing team to provide exceptional customer service and technical help for our loyal customers. The ideal candidates are 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.

As a Technical Support Engineer, you will:

Provide direct technical web and telephone support to Fortinet customers including Basic troubleshooting on the range of Fortinet Enhanced Technologies products including FortiMail, FortiVoice, FortiRecorder and FortiSandbox
Collection, analysis and change recommendations of configuration information
Collection and analysis of customer network information
Collection and initial analysis of packet trace information
Recommend corrective actions based on analysis
Provide customer education where needed due to gaps in networking, product knowledge etc
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 communications and expectations until the closure of each case

We Are Looking For:

1-2 years of experience in a technical support or system administration role in a networking/security company or equivalent education
Degree or Diploma in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
Deep working knowledge of operating systems -- Windows, OSX, Linux
Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VOIP, messaging
Strong troubleshooting and problem-solving skills
Strong communication skills, both written and verbal.

The Canada base salary range for this full-time position is expected to be between $74,000 - $90,000 annually. Wage ranges are based on various factors including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience.

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members.

All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.

Responsibilities

As a Technical Support Engineer, you will:

Provide direct technical web and telephone support to Fortinet customers including Basic troubleshooting on the range of Fortinet Enhanced Technologies products including FortiMail, FortiVoice, FortiRecorder and FortiSandbox
Collection, analysis and change recommendations of configuration information
Collection and analysis of customer network information
Collection and initial analysis of packet trace information
Recommend corrective actions based on analysis
Provide customer education where needed due to gaps in networking, product knowledge etc
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 communications and expectations until the closure of each case

Qualifications

We Are Looking For:

1-2 years of experience in a technical support or system administration role in a networking/security company or equivalent education
Degree or Diploma in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
Deep working knowledge of operating systems -- Windows, OSX, Linux
Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VOIP, messaging
Strong troubleshooting and problem-solving skills
Strong communication skills, both written and verbal.

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

1-2 years of experience in technical support or system administration in a networking/security environment or equivalent education.
Deep working knowledge of operating systems: Windows, OSX, Linux.
Strong understanding of TCP/IP, routing protocols, L2/L3 switching, VoIP and messaging.
Strong troubleshooting and problem-solving skills.
Strong written and verbal communication skills.
Familiarity or experience with Fortinet products (FortiMail, FortiVoice, FortiRecorder, FortiSandbox).
Degree or Diploma in Computer Science, Software Engineering or related field (or equivalent training/experience).

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.