.Job Duties and Responsibilities:Advanced troubleshooting on the full range of Fortinet productsCollection, analysis and change recommendations of configuration informationCollection and analysis of customer network informationCollection and initial analysis of packet trace informationRecommend corrective actions based on analysisProvide customer education where needed due to gaps in networking, product knowledge, processes, etc.Consultation of technical documentation, bulletins and release notes for known problemsReproduction of customer environments on lab equipment; work with L3 support toisolate and solve problems; recommend potential newsolutions.Follow up on technical cases including proper escalation and management of the case until closure.Manage customer communication and expectations until the closure of each caseSubmit KB articles on a monthly basis to contribute to internal and external databases.Use internal resources to self-study technologies and products as required by customer demandCollaboratively work with peers within Latin America and AMER region to improve service to customers, partners, and the security community.Honor SLAs and metrics to achieve customer satisfactionConduct and lead customer management meetings regarding escalation.Submit bugs and NFRs to L3 and development.Ensure clear and courteous communication with the customer until ticket closureComplete internal training and pass internal certifications as requiredProper follow-up of established processesSuggest areas of improvement in the ticket handling processProvide coaching to L1 engineers and detect L1 technical areas of opportunity to be addressed by the manager.Deliver training technical sessions to L1 teams as needed.Effective communication with other technical areas; Technical Account Management, Training, Field Support Engineers, L3 engineers, development, etc.Qualifications (Education, Experience and Certifications):Education Requirement: Bachelor/Engineering degree in Computer Science, Electronics or Telecommunications from a University recognized by the local Education System and/or Education Authority.Must have a valid working visa/permit for the site you are applying to and no restrictions to travel to Canada, USA, and Mexico.Knowledge, Skills and Abilities:Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years' experience; or equivalent experience.Typically requires 8 - 12 years of field sales experience.Experience in a technical support role in TAC (Technical Assistance Centers), NOC (Network Operation Centers), SOC (Security Operation Centers), GSC (Global Service Center) with a networking/security company.Certifications in CCIE, CCDE, CISSP.Strong understanding of TCP/IP, routing protocols, L2/L3 switches.Desirable experience with security products: firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning