Technical Support Engineer
Fortinet · Ciudad de México, Mexico
Computer and Network Security · 10,001+ employees
2 d ago
Senior (5-10 yrs)
Full-time
Mexico
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About the role
You will troubleshoot and resolve high-profile technical issues related to Fortinet's endpoint security solutions. Additionally, you will contribute to knowledge-based articles, develop training materials, and act as a subject matter expert for security fabric products.
What they look for
Technical support
Endpoint security
Troubleshooting
Networking
Windows
MacOS
Linux
TCP/IP
DNS
DHCP
TLS
SAML
Kerberos
Firewalls
VPN
Security frameworks
Requirements
Candidates must have experience in a technical support or system administration role within a networking or security company. A deep working knowledge of operating systems, networking protocols, and security frameworks is required.
Full description
As a Staff Technical Support Specialist, you will be involved in:
- Troubleshooting Fortinet’s Endpoint Solutions EMS/EDR.
- Act as an escalation point for high profile cases and customers including proper management of the case until case closure.
- Collection, analysis and change recommendations of configuration information.
- Recommend corrective actions based on analysis.
- Provide Customer education where needed due to gaps in networking, product knowledge etc.
- Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.
- 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.
- Remain up to date on security trends, especially surrounding the endpoint market, evolving zero-day attacks and TTP’s.
- Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
- Contribute in publishing knowledge-based articles.
- Development, deliver and maintain team training materials.
We are looking for:
- Experience in a technical support or system administration role in a networking/security company or equivalent education.
- Deep working knowledge of operating systems -- Windows, macOS and Linux.
- Understanding how to collect OS level data within kernel and user space, and how to leverage this data to pinpoint problems.
- Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches.
- Knowledge of TLS and public key infrastructure.
- Authentication protocols including SAML and Kerberos.
- Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
- Understanding of security models and security frameworks such as MITRE ATT&CK and ISO 27001.
- Strong troubleshooting and problem-solving skills
- Previous call center experience, preferably supporting data networking products and/or security products is desirable.
- Strong communication skills, both written and verbal.
Bonus Points:
- Experience working with Kali Linux, MetaSploit or other offensive security tools.
- Understanding of memory stack analysis through WinDBG.
- Experience working with advanced operating system debug tools such as Procmon, System Informer LogMan, strace and other advanced Unix and Windows troubleshooting tools.
- Certified with one or more of the following: FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.
