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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting Fortinet’s FortiSASE product and managing customer communications throughout technical case resolution. Possesses strong knowledge of networking protocols and security technologies, ensuring effective customer education and problem-solving.
Highest-signal resume keywords
Technical Support ExperienceNetworking Protocols KnowledgeTroubleshooting SkillsCustomer Communication SkillsFirewall and Security Products Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TCP/IPBGPSDWANLDAPSAMLRADIUSOAuthWindows Operating SystemOSX Operating SystemLinux Operating System
Soft Skills
Problem-Solving SkillsWritten Communication SkillsVerbal Communication Skills
Tools & Technologies
FortiSASEFirewallsIDS/IPSVPNVirus Scanning Products
Industry Keywords
Technical SupportSystem AdministrationNetworkingSecurityCall Center Experience
Tech Stack
Tools & technologiesFirewallsLinuxTCP/IP
About the role
Key responsibilities & impact- Troubleshoot Fortinet’s FortiSASE Secure Access Service Edge product
- Collect and analyze configuration information and recommend changes
- Collect and analyze customer system information
- Recommend corrective actions based on analysis
- Provide customer education on networking and product knowledge gaps
- Consult technical documentation, bulletins, and release notes for known problems
- Reproduce customer environments on lab equipment to isolate and solve problems
- Recommend potential new solutions
- Follow up on technical cases, including escalation and case management through closure
- Manage customer communications and expectations through case closure
- Conduct and lead customer management meetings regarding escalations
- Collaborate with global customers, internal engineering teams, and product development groups
Requirements
What you’ll need- 3+ years of experience in a technical support or system administration role in a networking/security company, or equivalent education
- Deep working knowledge of Windows, OSX, and Linux operating systems
- Deep understanding of TCP/IP, routing protocols, and L2/L3 switches
- Strong understanding of BGP, Hub-and-Spoke technology, and SDWAN
- Strong understanding of LDAP, SAML, RADIUS, and OAuth authentication protocols
- Experience with firewalls, IDS/IPS, VPN, and virus scanning security products
- Strong troubleshooting and problem-solving skills
- Previous call center experience, preferably supporting data networking or security products, is desirable
- Strong written and verbal communication skills
- Bachelor's degree in Computer Science, Software Engineering, or related field, or equivalent combination of training and experience is desirable
Benefits
Comp & perks- 100% company paid medical, dental, and vision coverage
- Health Spending Account
- Personal Spending Account
- Employee & Family Assistance Plan (EFAP), including counseling, legal advice, and mental health resources
- Critical illness, disability, and life insurance
- Group Registered Retirement Savings Plan (RRSP) with company match
- Competitive Paid Time Off
- Flexible leave policies, including paid health days
- Equity program eligibility
- Bonus eligibility reviewed at hire and annually at the Company’s discretion
- Supportive work environment
- Comprehensive benefits package