Technical Support Specialist 2

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support Specialist to contribute to the success of our rapidly growing business.

You would act as the Technical Support Specialist for Burnaby TAC Team to provide exceptional customer service and technical help for our loyal customers. The Support Specialist is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and testing.

As a Technical Support Specialist, you will be involved in:

• Troubleshooting Fortinet’s Endpoint Detection and Response product, FortiEDR and FortiEndpoint.
• Act as an escalation point for high profile cases and customers including proper management of the case until case closure.
• Collection, analysis and change recommendations of configuration information.
• Recommend corrective actions based on analysis.
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.
• Consultation of technical documentation, bulletins and release notes for known problems
• Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
• Remain up to date on security trends, especially surrounding the endpoint market, evolving zero-day attacks and TTP’s.
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation. 
• Contribute in publishing knowledge-based articles. 

• Development, deliver and maintain team training materials.

  We are looking for:

• 5+ years of experience in a technical support or system administration role in a networking/security company or equivalent education.
• Deep working knowledge of operating systems -- Windows, macOS and Linux.
• Understanding how to collect OS level data within kernel and user space, and how to leverage this data to pinpoint problems.
• Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches and troubleshooting network connectuivity issues.
• Knowledge of TLS and public key infrastructure.
• Authentication protocols including SAML and Kerberos.
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
• Understanding of security models and security frameworks such as MITRE ATT&CK and ISO 27001.
• Strong troubleshooting and problem-solving skills
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.

• Strong communication skills, both written and verbal.

  Bonus Points:

•        Experience working with Kali Linux, MetaSploit or other offensive security tools.

•        Understanding of memory stack analysis through WinDBG.

•        Experience working with advanced operating system debug tools such as Procmon, System Informer LogMan, strace and other advanced Unix and Windows troubleshooting tools.

•       Certified with one or more of the following: FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.

About Our Team:

Join our team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet’s core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. 

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

The Canada base salary range for this full-time position is expected to be between $86,000 - $106,000 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.