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Added 4 hours ago
F
Technical Support Specialist- FortiSASE
Fortinet
Burnaby, BC
- Full-time
Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
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Fortinet

Technical Support Specialist- FortiSASE

Burnaby, BC, Canada

The Canada base salary range for this full-time position is expected to be between $90,000 - $110,000 annually. · Full-time

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Job details

Pay: The Canada base salary range for this full-time position is expected to be between $90,000 - $110,000 annually.
Job type: Full-time
Posting language: English
Posted: Oct 26, 2026

Original job description

As a Technical Support Engineer, you will:

Troubleshoot Fortinet’s Secure Access Service Edge product, FortiSASE.
Collection, analysis and change recommendations of configuration information
Collection and analysis of customer system information
Recommend corrective actions based on analysis
Provide Customer education where needed due to gaps in networking, product knowledge etc.
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
Follow up on technical cases including proper escalation and management of the case until case closure
Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation

We Are Looking For:

Candidate with 3+ years of experience in a technical support or system administration role in a networking/security company or equivalent education
Deep working knowledge of operating systems -- Windows, OSX, Linux
Deep understanding of TCP/IP, routing protocols, L2/L3 switches
Strong understanding of BGP, Hub-and-Spoke technology, SDWAN
Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
Experience with security products -firewalls, IDS/IPS, VPN, virus scanning
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

Educational Requirement:

Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.

About Our Team:

Join our team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet’s core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

The Canada base salary range for this full-time position is expected to be between $90,000 - $110,000 annually. Wage ranges are based on various factors including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience.

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members.

All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.

Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.

We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at accommodations@fortinet.com.

Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.

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More about this job

Responsibilities

You will troubleshoot FortiSASE products, analyze customer system configurations, and provide corrective recommendations. Additionally, you will manage technical cases, lead customer meetings, and provide education to resolve networking or product knowledge gaps.

Requirements

Candidates should have 3+ years of experience in technical support or system administration within a networking or security environment. A bachelor's degree in Computer Science or a related field is preferred, along with deep knowledge of operating systems, networking protocols, and security technologies.

Skills

Technical support
FortiSASE
Troubleshooting
Operating systems
TCP/IP
Routing protocols
L2/L3 switches
BGP
SDWAN
Authentication protocols
LDAP
SAML
RADIUS
OAuth
Firewalls
VPN

Benefits

Medical coverage
Dental coverage
Vision coverage
Health spending account
Personal spending account
Employee & family assistance plan
Critical illness insurance
Disability insurance
Life insurance
Paid time off
Flexible leave policies
Paid health days
Equity program

Visa sponsorship

Not detected in the job text

Keywords

FortiSASE
Fortinet
Technical Support
Cybersecurity
Networking
Windows
OSX
Linux
TCP/IP
Routing
BGP
SDWAN
LDAP
SAML
RADIUS
OAuth
Firewall
IDS/IPS
VPN
Virus scanning
Computer Science
Software Engineering
Security Fabric
Cloud
Mobile
Data networking

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