Technical Support Engineer (AMCS415), Mexico City, Distrito Federal, Mexico (Job Has Expired)

Company Name
Job Description
Organization Overview Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. They are strengthened by the industry's highest level of threat research, intelligence and analytics. Unlike pure-play network security providers, Fortinet can solve organizations' most important security challenges, whether in networked, application or mobile environments - be it virtualized/cloud or physical. More than 210,000 customers worldwide, including some of the largest and most complex organizations, trust Fortinet to protect their brands. Learn more at, theFortinet BlogorFortiGuard Labs.

Position Overview
Job Duties:
Advanced troubleshooting on the full range of Fortinet products
Collection, analysis and change recommendations of configuration information
Collection and analysis of customer network information
Collection and initial analysis of packet trace information
Recommend corrective actions based on analysis
Provide customer education where needed due to gaps in networking, product knowledge, processes, etc
Consultation of technical documentation, bulletins and release notes for known problems
Manage customer communication and expectations until the closure of each case
Submit KB articles on a monthly basis to contribute with internal and external DBs
Use internal resources to self-study technologies and products as required by customers demand
Collaboratively work with peers within Latin America and AMER region, in order to work on initiatives which can help to give better service to our customers, partners and the security community in general
Honor SLAsand metrics in order to achieve customer satisfaction
Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
Submit bugs and NFRs to L3 and development.
Ensure clear and courteous communication with the customer until ticket closure
Complete internal training as need and pass internal certifications as required
Proper follow up of the processes established
Suggest areas of improvement in the ticket handling process
Provide coaching to L1 ENGs and detect L1 technical areas of opportunity to be addressed by the manager.
Deliver training technical sessions to L1 teams complementing training as needed.
Effective communication with other technical areas; Technical Account management, Training, Field Support Engineers, L3 engineers, development, etc.
Proactively take action to close tickets in a timely manner
Job Experience / Abilities Required :
At least 3+ years experience in a technical support role in a networking/security company or equivalent education
Strong understanding of TCP/IP, routing protocols, L2/L3 switches
Desirable experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
Strong troubleshooting and problem solving skills
Desirable working knowledge of Windows, UNIX or Linux
Previous call center experience, preferably supporting data networking products and/or security products is desirable.
Strong English and Spanish communication skills both written and verbal. Ability to speak Portuguese is a plus.
Strong analytical skills, oriented to details.
Proven track as problem solver.
Highly organized, multi-tasking skills required.
Adaptable and flexible, operating in a fast-paced, dynamic environment.
Ability to work and take quick decisions under pressure.
An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.
Travel occasionally for short periods of time to take/provide training and special engagements
Speak Portuguese in a 1 year term tops.
Other Job Requirements:
Bachelor / Engineering degree on Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority.
Must have a valid working visa/permit for the site you are applying and no restrains to travel to Canada, USA and Mexico.
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Job Location
Mexico City, Distrito Federal, Mexico
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