Senior Technical Support Specialist

Job Responsibilities

• Basic troubleshooting on the core Fortinet products
• FortiClient and FortiGate - collection, analysis and change recommendations of configuration information
• Collection and analysis of customer system information
• Recommend corrective actions based on analysis
• Provide customer education where needed due to gaps in networking, product knowledge etc.
• 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
• Follow up on technical cases including proper escalation and management of the case until closure
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation

Job ...