Technical Support Specialist

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    "ShortDescriptionStr": "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.",
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    "ExternalDescriptionStr": "<p style=\"margin-top:12.0pt;text-align:justify;\">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.</p><p style=\"background-color:white;text-align:justify;\"><span>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.</span></p><p style=\"background-color:white;\"><span style=\"color:#333333;\"><strong><u>As a Technical Support Specialist, you will be involved in:</u></strong></span></p><ul style=\"list-style-type:disc;\"><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Basic troubleshooting on the core Fortinet products – Fortigate</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Collection, analysis and change recommendations of configuration information</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Collection and analysis of customer system information</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Recommend corrective actions based on analysis</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Provide Customer education where needed due to gaps in networking, product knowledge etc.</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Consultation of technical documentation, bulletins and release notes for known problems</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Follow up on technical cases including proper escalation and management of the case until case closure.</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.&nbsp;</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Contribute in publishing knowledge-based articles.&nbsp;</span></p></li></ul><p style=\"background-color:white;\"><span style=\"color:#333333;\"><strong><u>We are looking for:</u></strong></span></p><ul style=\"list-style-type:disc;\"><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>2+ years of experience in a technical support or system administration role in a networking/security company or equivalent education</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Deep working knowledge of operating systems -- Windows, OSX, Linux</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Strong understanding of TCP/IP, routing protocols, L2/L3 switches.</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Strong troubleshooting and problem-solving skills</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Previous call center experience, preferably supporting data networking products and/or security products is desirable.</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Strong communication skills, both written and verbal.</span></p></li><li style=\"background-color:white;color:#333333;tab-stops:list 36.0pt;\"><p style=\"text-align:justify;\"><span>Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.</span></p></li></ul><p style=\"line-height:106%;\"><span><strong><u>About Our Team:</u></strong></span></p><p style=\"line-height:106%;text-align:justify;\"><span>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.</span></p><p style=\"line-height:106%;\">&nbsp;</p><p style=\"line-height:106%;\"><span><strong><u>Why Join Us:</u></strong></span></p><p style=\"line-height:106%;text-align:justify;\"><span>We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.&nbsp;</span></p><p style=\"line-height:106%;text-align:justify;\"><span>Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.</span></p><p style=\"line-height:106%;text-align:justify;\">&nbsp;</p><p><span lang=\"EN-CA\">The Canada base salary range for this full-time position is expected to be between $86,900 - $106,200 annually.&nbsp; </span>Wage ranges are based on various factors including the labour market, job type, and job level.<span>&nbsp; </span>Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience.<span>&nbsp;</span></p><p><span lang=\"EN-CA\">Fortinet strives to provide you and your family with a comprehensive benefits package. 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 &amp; 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.</span></p><p>All roles are eligible to participate in the Fortinet equity program.<span>&nbsp; </span>Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.<span>&nbsp;</span></p>",
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