Skills & QualificationsTypically requires field sales experienceAreas of TAC (Technical Assistance Centers), NOC (Network Operation Centers), SOC (Security Operation Centers), GSC (General Service Center) with a networking/security company.Understanding of TCP/IP, routing protocols, L2/L3 switchesSecurity products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanningPrevious call center experience, preferably supporting data networking products and/or security products is desirable.Ability to speak Portuguese is a plus or learn within 1 year.An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.Job Duties and responsibilitiesAdvanced troubleshooting on the full range of Fortinet productsCollection, analysis and change recommendations of configuration information, customer network information and/or packet trace informationProvide customer education where needed due to gaps in networking, product knowledge, processes, etc…Consultation of technical documentation,



bulletins and release notes for known problemsReproduction of customer environments on lab equipment; work with L3 support toisolate and solve problems; recommend potential newsolutions.Follow up on technical cases including proper escalation and management of the case until case closure.Manage customer communication and expectations until the closure of each caseSubmit KB articles on a monthly basis to contribute with internal and external DB´sUse internal resources to self-study technologies and products as required by customer´s demandCollaboratively 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 generalHonor SLA´s and metrics in order to achieve customer satisfactionManage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.Submit bugs and NFR´s to L3 and development.Ensure clear and courteous communication with the customer until ticket closureComplete internal training as need and pass internal certifications as requiredProvide coaching to L1 ENG´s 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.#J-18808-Ljbffr

📌 Technical Support Engineer Bogota, Cundinamarca, Colombia Posted On 01/15/2026 Trending
🏢 Fortinet
📍 Cundinamarca