Skills & QualificationsTypically requires field sales experienceAreas of TAC (Technical Assistance Centers) , NOC (Network Operation Centers) , SOC (Security Operation Centers) , GSC (Integral 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, BS****/ISO***** 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 to isolate and solve problems; recommend potential new solutions.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.Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world.
Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future.
Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments.
Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.We are committed to providing reasonable accommodations for all qualified individuals with disabilities.
If you require assistance or accommodation due to a disability, please contact us at ****** is an equal opportunity employer.
We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.This role is an escalation point for Fortinet partners and Technical Support Engineers that require further assistance when experiencing technical issues with Fortinet products.
This group of seasoned engineers will also interface with QA and Development teams to solve customer problems and identify bugs through replication and testing
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📌 Technical Support Engineer, Networking & Security (Bogotá)
🏢 Perception Point
📍 Bogotá