Technical Support Engineer
at Fortinet
Posted 9 hours ago
No clicks
- Compensation
- Not specified
- City
- Mexico City
- Country
- Mexico
Currency: Not specified
Technical Support Engineer based in Mexico City, responsible for collecting and analyzing configuration information and customer network data, plus initial packet trace analysis. Requires strong knowledge of TCP/IP, routing protocols, and L2/L3 switches, with desirable experience in security products such as firewalls, IPSec, IDS/IPS, Anti-Spam, and virus scanning. Responsibilities include troubleshooting, documenting issues, proper escalation, and managing customer communication until case closure, with occasional travel for training and engagements. A Bachelor's degree in Computer Science, Electronics, or Telecommunications is required; bilingual English/Spanish is preferred, with security certifications a plus.
Location: Mexico City, CDMX, Mexico
Responsibilities:
- Collection, analysis, and change recommendations of configuration information
- Collection and analysis of customer network information
- Collection and initial analysis of packet trace information
Job Experience / Abilities Required
- Experience in a technical support role in a networking/security company or equivalent education
- Strong understanding of TCP/IP, routing protocols, L2/L3 switches
- Desirable experience with security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning
- Strong troubleshooting and problem-solving skills
- Working knowledge on Windows, UNIX, or Linux
- Previous call center experience, preferably supporting data networking products and/or security products is desirable.
- Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus. Ability to learn Portuguese within one year!
- Adaptable and flexible, operating in a fast-paced, dynamic environment.
- 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
- 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
- Submit KB articles monthly to contribute with internal and external DB´s
Other Job Requirements
Bachelor / Engineering degree in Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority.
