FAQs
What is the primary responsibility of the Technical Support Specialist at Fortinet?
The primary responsibility of the Technical Support Specialist is to provide exceptional customer service and technical help for Fortinet's customers, act as an escalation point for partners, and interface with QA and development to solve customer problems.
What experience is required for this role?
A minimum of 2+ years of experience in a technical support or system administration role within a networking/security company, or equivalent education, is required.
What kind of technical knowledge should a candidate have?
Candidates should have a deep working knowledge of operating systems such as Windows, OSX, and Linux, a strong understanding of TCP/IP and routing protocols, and experience with security products, including firewalls, IDS/IPS, and VPN.
Are there opportunities for professional development at Fortinet?
Yes, Fortinet's team culture emphasizes continuous learning and innovation, providing opportunities for professional growth and skill development.
Is a specific degree required for this position?
A Bachelor’s degree in Computer Science, Software Engineering, or a related field is desirable, but equivalent training and experience may also be considered.
How does Fortinet support employees' health and well-being?
Fortinet provides a comprehensive benefits package including 100% company-paid medical, dental, and vision coverage, an Employee & Family Assistance Plan, and wellness programs.
What is the salary range for this position in Canada?
The Canada base salary range for this full-time position is expected to be between $61,000 - $82,000 annually, depending on several factors including the candidate's knowledge, skill level, qualifications, and experience.
Does the role involve communication with customers?
Yes, the Technical Support Specialist is responsible for managing customer communications and expectations, conducting management meetings regarding technical case escalations, and providing customer education.
Are there any requirements for call center experience?
Previous call center experience, preferably supporting data networking and/or security products, is desirable but not mandatory.
What kind of team culture can new hires expect at Fortinet?
New hires can expect a collaborative team culture that emphasizes openness, teamwork, innovation, and a commitment to customer satisfaction, with a strong focus on supporting one another and sharing knowledge.