Technical Support Engineer

Job Duties:

* Troubleshooting on the full range of Fortinet products

* Collection, analysis and change recommendations of configuration information

* Collection and analysis of customer network information

* Collection and initial analysis of packet trace information

* Recommend corrective actions based on analysis

* Provide customer education where needed due to gaps in networking, product knowledge, processes, etc.

* Consultation of technical documentation, bulletins and release notes for known problems

* Reproduction of customer environments on lab equipment

* 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 case

* Ensure clear and courteous communication with the customer until ticket closure

* Submit KB articles monthly to contribute with internal and external DBs

* Use internal resources to self-study technologies and products as required by customers demand

* Complete internal training as need and pass internal certifications as required

* Collaboratively work with peers within Latin America and AMER region, to work on initiatives which can help to give better service to our customers, partners and the security community in general

* Honor SLAs and metrics in order to achieve customer satisfaction

* Proper follow up of the processes established

* Proactively act to close tickets in a timely manner

Job Experience / Abilities Required:

* Experience in a technical support role in a networking/security company.

* Advanced English both written and verbal.

* Ability to speak Portuguese is a plus.

* Strong tolerance to customer frustration.

* Strong communication skills.

* Strong understanding of TCP/IP, routing protocols, L2/L3 switches.

* Desirable experience with Security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning, UTM.

* Strong troubleshooting and problem-solving skills, oriented to details.

* Previous experience, preferably supporting data networking products and/or security products by telephone or via web.

* Proven track as problem solver.

* Highly organized, multi-tasking skills required.

* Adaptable and flexible, operating in a fast-paced, dynamic environment.

* Ability to work and take quick decisions under pressure.

* An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.

* Travel occasionally for short periods of time to take/provide training and special engagements