As a Staff Technical Support Specialist, you will be involved in:

- Troubleshooting Fortinet’s Endpoint Solutions EMS/EDR.

- Act as an escalation point for high profile cases and customers including proper management of the case until case closure.

- Collection, analysis and change recommendations of configuration information.

- Recommend corrective actions based on analysis.

- Provide Customer education where needed due to gaps in networking, product knowledge etc.

- Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.

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

- Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.

- Remain up to date on security trends, especially surrounding the endpoint market, evolving zero-day attacks and TTP’s.

- Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.

- Contribute in publishing knowledge-based articles.

- Development, deliver and maintain team training materials.

We are looking for:





- Experience in a technical support or system administration role in a networking/security company or equivalent education.

- Deep working knowledge of operating systems -- Windows, macOS and Linux.

- Understanding how to collect OS level data within kernel and user space, and how to leverage this data to pinpoint problems.

- Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches.

- Knowledge of TLS and public key infrastructure.

- Authentication protocols including SAML and Kerberos.

- Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.

- Understanding of security models and security frameworks such as MITRE ATT&CK; and ISO 27001.

- Strong troubleshooting and problem-solving skills

- Previous call center experience, preferably supporting data networking products and/or security products is desirable.

- Strong communication skills, both written and verbal.

Bonus Points:

- Experience working with Kali Linux, MetaSploit or other offensive security tools.

- Understanding of memory stack analysis through WinDBG.

- Experience working with advanced operating system debug tools such as Procmon, System Informer LogMan, strace and other advanced Unix and Windows troubleshooting tools.

- Certified with one or more of the following: FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.

📌 Technical Support Engineer (Ciudad de México)
🏢 Fortinet
📍 Ciudad de México