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 experi

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