Technical Support Expert

 

Job Opportunity: Technical Support Expert at Fortinet

Location: 4190 Still Creek Drive, Burnaby, BC

Pay: $74,000–$100,000 a year

Job Type: Full-time

Benefits:

• Dental care
• Disability insurance
• Life insurance
• Paid time off
• RRSP match
• Vision care

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Full Job Description

Fortinet is seeking an experienced Technical Support Expert to join our Burnaby office. This role focuses on providing exceptional customer service and technical assistance to our valued customers. The position serves as an escalation point for Fortinet partners and involves interfacing with QA and development teams to resolve customer issues and identify bugs through replication and testing.

Job Responsibilities:

• Basic troubleshooting of core Fortinet products
• Collection, analysis, and recommendations for configuration changes
• Collection and analysis of customer system information
• Recommend corrective actions based on analysis
• Provide customer education to address gaps in networking and product knowledge
• Consult technical documentation, bulletins, and release notes for known issues
• Reproduction of customer environments in lab settings to isolate and solve problems
• Proper escalation and management of technical cases until closure
• Manage customer communications and expectations throughout case resolution
• Lead customer management meetings regarding escalations

Job Experience Required:

• 2+ years in technical support or system administration within a networking/security company or equivalent education
• Deep working knowledge of operating systems: Windows, OSX, Linux
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Experience with security products (firewalls, IDS/IPS, VPN, virus scanning)
• Strong troubleshooting and problem-solving skills
• Preferred previous call center experience supporting data networking or security products
• Strong written and verbal communication skills

Educational Requirement:

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

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Compensation and Benefits:

The Canada base salary range for this full-time position is expected to be between $74,000 - $100,000 annually. Exact salary offers will be determined by factors such as the candidate’s knowledge, skill level, qualifications, and experience.

Fortinet provides:

• 100% company-paid medical, dental, and vision coverage, including Health Spending Account and Personal Spending Account
• Employee & Family Assistance Plan (EFAP) offering access to counseling, legal advice, mental health resources, etc.
• Critical illness, disability, and life insurance
• Group Registered Retirement Savings Plan (RRSP) with a company match
• Competitive Paid Time Off and flexible leave policies, including paid health days
• Participation in the Fortinet equity program
• Bonus eligibility reviewed at time of hire and annually at the Company’s discretion

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Why Join Us:

Fortinet encourages candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact.

For more information and to apply, visit Fortinet Careers.

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