Troubleshooting Fortinet’s Endpoint Detection and Response product, FortiEDR and FortiEndpoint
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
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

5+ years of 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 and troubleshooting network connectivity issues
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.

Technical Support Specialist

Key skills