Expert Technical Support Specialist for Cybersecurity Customers

Become a key player as a Technical Support Specialist dedicated to cybersecurity solutions. Provide exceptional technical assistance and resolve customer issues with expertise in endpoint security products. In this pivotal role, you'll support the Burnaby TAC Team while showcasing your expertise gained from over five years in technical support or system administration. Your responsibilities will include troubleshooting FortiEDR, managing escalations, and interfacing with partners to ensure customer satisfaction. Familiarity with OS-level data analysis and network protocols will enhance your performance. Key Responsibilities:

• Troubleshoot and support Fortinet's endpoint security solutions
• Manage and escalate high-profile customer cases effectively
• Provide detailed change recommendations based on analysis
• Conduct customer training to fill knowledge gaps
• Reproduce customer environments for issue resolution Requirements:
• 5+ years of experience in a technical support role
• Deep understanding of operating systems and security products
• Proven track record in network troubleshooting
• Knowledge of security frameworks such as MITRE ATT&CK
• Strong communication and documentation skills Drive customer success in cybersecurity by becoming the go-to specialist for troubleshooting and proactive support.