Fortinet is looking for an experienced technical support Specialist to join our Burnaby, BC office to provide exceptional customer service and technical help for our loyal customers.The candidate would join our support team that specializes in supporting the following Centralized Management & SOC Solutions from Fortinet:Forti Analyzer -- Centralized Logging & ReportingForti Manager -- Centralized Configuration ManagementThe engineer will also interface with our QA and software development team to solve customer problems and identify bugs through replication and testing. Wherever possible, the products supported will be actively promoted while looking out for ways that Fortinet can improve both products and documentation.The ideal candidate is not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great chance to learn all aspects of the products that we support in an innovative,



fast-paced environment while expanding your knowledge and developing your skills in network security.As a Technical Support Specialist, you will:Provide direct technical web and telephone supportEnsure that reported issues are well understood and the needed information is collectedTroubleshooting Forti Analyzer and Forti ManagerRecommend corrective actions based on analysis of collected informationProvide Customer education where needed due to gaps in networking, product knowledge etc.Consult technical documentation, bulletins and release notes for known problemsReproduce customer environments using lab equipment and report bugsRecommend alternative solutions or workaroundsManage cases until case closure, taking the initiative to follow up internally as required to obtain changes or solutions needed to resolve the customer's issueManage customer communications and expectations until the closure of each caseProvide knowledge

📌 Technical Support Specialist (Burnaby)
🏢 Fortinet
📍 Burnaby