Technical Support Engineer
Fortinet
- Ottawa, ON
- Permanent
- Full-time
- Provide technical support to customers, field engineers and partners
- Prioritizes customer needs, acts and responds appropriately
- Diagnose, validate and deliver solutions to customer incidents
- Provide appliance system failure trouble shooting and debugging
- Conducts research to find answers to questions and solutions to problems
- Document all technical inquiries
- Develop and review content for knowledgebase
- Validate and beta product releases
- Bachelor's Degree in Information Systems or like field
- 3 years of experience working as a Support Engineer
- Knowledge of networking in multi-vendor environments
- Experience with Linux appliance-based solutions
- Demonstrated skills at working within a team environment
- Positive and consistent customer support and service attitude
- Ability to establish technical credibility with customers
- Ability to multi-task multiple customer incidents
- Ability to troubleshoot heterogeneous environments
- Excellent listening, verbal and writing skills
- A passion for problem solving and executing a customer issue resolution plan