Technical Support Engineer
On-site · Mexico City, Mexico City, Mexico
Job Summary
Advanced troubleshooting on Fortinet products; collect, analyze, and change configuration information and packet traces; provide customer education; reference technical documentation and release notes; reproduce customer environments in lab; work with L3 support to isolate and solve problems; escalate and manage cases to closure; manage customer communications and expectations; submit KB articles monthly; leverage internal resources to study technologies; collaborate with peers in Latin America and the AMER region to improve service; honor SLAs and drive customer satisfaction; conduct customer-management meetings regarding escalation; submit bugs/NFRs to L3/development; ensure clear and courteous communication until ticket closure; complete internal training and certifications; provide coaching to L1 engineers and deliver technical training sessions; coordinate with other technical areas (Technical Account Management, Training, Field Support Engineers, L3, development) for better service.
Required Qualifications
- Understanding of TCP/IP, routing protocols, L2/L3 switches
- Experience with security products such as firewalls, IPSec, IDS/IPS, Anti-Spam
- Previous call center experience
- Independent security certification on security from SANS, (ISC)2, ISACA, BS7799/ISO17799 (preferred)
- Advanced troubleshooting on Fortinet products
- Ability to collect and analyze configuration information and packet traces
- Provide customer education to bridge gaps in networking/product knowledge
- Reproduction of customer environments in lab equipment; collaborate with L3 support to isolate and solve problems
- Follow up on technical cases and ensure case closure; manage customer communications and expectations
- Submit KB articles monthly; contribute to internal/external knowledge bases
- Self-study and certifications as required; deliver training sessions to L1 teams
- Collaborate with peers in Latin America and AMER region to improve service quality
- Honor SLAs and metrics to achieve customer satisfaction
- Deliver training sessions to L1 teams; coach L1 engineers
- Coordinate with Technical Account Management, Training, Field Support Engineers, L3, development
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