Technical Support Engineer

Responsibilities

• Advanced troubleshooting on the full range of Fortinet products
• Collection, analysis and change recommendations of configuration information, customer network information and/or packet trace information
• 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; work with L3 support to isolate and solve problems; recommend potential new solutions.
• 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
• Submit KB articles on a monthly basis to contribute with internal and external DB´s
• Use internal resources to self-study technologies and products as required by customer´s ...