Technical Support Engineer

Job Duties and Responsibilities:

• Advanced troubleshooting on FORTISIEM, FORTIMAGER and FORTIANALYZER products
• 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, processes, etc… 
• Consultation of technical documentation, bulletins, and release notes for known problems. 
• Reproduction of customer environments on lab equipment; work with Q&A and Development teams to isolate problems and recommend potential solutions. 
• 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.
• Use internal resources to self-study technologies and products as required by customer's demand.
• Collaboratively work with peers within the post-sales and pre-sales teams of the organization, to work on initiatives which can help to give better service to our customers, partners, and the security community in general
• Honor SLA´s and metrics to achieve customer satisfaction.
• Manage customer communications and expectations until the closure of each case, conduct and lead customer management meetings regarding escalation.
• Write and submit possible bugs to the Development team.
• Complete internal training and fulfill certifications as required.
• Proper follow up of the organization compliance policy.
• Suggest areas for improvement in the ticket handling process.
• Deliver technical training to colleagues within the organization.
• Effective communication with other technical areas.

Job Experience / Abilities Required:

• Typically requires a minimum of 5 years of related experience with a bachelor’s degree.
• Experience in a technical support role in the areas of TAC (Technical Assistance Centers).
• Desirable certifications Fortinet Network Security Expert (NSE) 4 or 5, Cisco Certified Network Associate (CCNA) Security, CompTIA Network+, CompTIA Security+.
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches 
• Experience with security products like firewalls, VPN gateways, email and endpoint security, event management (SIEM), Security orchestration and automation (SOAR)
• Strong troubleshooting and proven track record of problem-solving skills.  
• Working knowledge of Windows, Linux, Relational DBs, no SQL DBs, Cloud, virtualization, high availability, and scripting.
• Strong English and Spanish communication skills both written and verbal. Ability to speak Portuguese is a plus or learn within 1 year.
• Strong analytical skills, oriented to details.
• Highly organized, multi-tasking skills required.
• Adaptable and flexible, operating in a fast-paced, dynamic environment and work well under pressure.
• An independent certification on security from SANS, (ISC) 2, ISACA is a plus.
• Travel occasionally for training and special engagements.
• Hybrid work model. 

This position is onsite CDMX

Fortinet has been built on diversity. Our company is a diverse workplace resulting from an integrated team with true international representation and contributors with a variety of talents, backgrounds, experiences, and approaches. We have an equal and transparent selection process, you will be considered regardless of gender, race, color, religion, sexual orientation, age, citizenship, marital status, or disability. In fact, if you have any disability that requires for us to do any accommodation, please contact us at accommadations@fortinet.com.