Technical Engineering 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:
Collection analysis and change recommendations of configuration information
Collection and analysis of customer system 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; conduct and lead customer management meetings regarding escalation.
2 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 OSX Linux
• Previous call center experience preferably supporting data networking products and/or security products is desirable.
• Bachelors degree in Computer Science Software Engineering or related field or an equivalent combination of training and experience is desirable.

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 Fortinets 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 Fortinets high standards of excellence in cybersecurity solutions.
We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.
Join us in bringing solutions that make a meaningful and lasting impact to our 660000 customers around the globe.

The Canada base salary range for this full-time position is expected to be between $86000 - $106000 annually. 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 Companys discretion.