Job Responsibilities

Basic troubleshooting on the core Fortinet products

FortiClient and FortiGate - 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; work to isolate and solve problems; recommend potential new solutions

Follow up on technical cases including proper escalation and management of the case until closure

Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation

Job Experience Required

Experience in technical support or system administration role in a networking/security company or equivalent education

Deep working knowledge of operating systems – Windows, OSX, Linux

Solid understanding of TCP/IP

Experience with security products – firewalls, IDS/IPS, VPN, virus scanning – endpoints and networking

Strong troubleshooting and problem-solving skills

Previous call center experience, preferably supporting endpoints and/or security products, is desirable

Strong communication skills, both written and verbal

Educational Requirement

Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

The Canada base salary range for this full‑time position is expected to be between $86,900 to $96,500 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.

Benefits and Compensation
Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises 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.

Equal Opportunity & Accessibility
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.

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