Technical Support Specialist

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, Forti
  
  EDR and Forti Endpoint.
• 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 Forti Client and Forti Analyzer.
• 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.

• 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 connectivity 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.

• Experience working with Kali Linux, Meta Sploit 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 Log Man, 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.

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.

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to…