Technical Support Engineer

Skills & Qualifications

• Typically requires field sales experience
• Areas of TAC (Technical Assistance Centers) , NOC (Network Operation Centers) , SOC (Security Operation Centers) , GSC (Global Service Center) with a networking/security company.
• Understanding of TCP/IP, routing protocols, L2/L3 switches
• Security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Ability to speak Portuguese is a plus or learn within 1 year.
• An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.

Job Duties and 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 demand
• Collaboratively work with peers within Latin America and AMER region, in order to work on initiatives which can help to give better service to our customers, partners and the security community in general
• Honor SLA´s and metrics in order to achieve customer satisfaction
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
• Submit bugs and NFR´s to L3 and development.
• Ensure clear and courteous communication with the customer until ticket closure
• Complete internal training as need and pass internal certifications as required
• Provide coaching to L1 ENG´s and detect L1 technical areas of opportunity to be addressed by the manager.
• Deliver training technical sessions to L1 teams complementing training as needed.
• Effective communication with other technical areas; Technical Account management, Training, Field Support Engineers, L3 engineers, development, etc.