Technical Support Engineer at Fortinet

📍 Job Overview

Job Title: Technical Support Engineer
Company: Fortinet
Location: Uberlândia, Minas Gerais, Brazil
Job Type: Full time
Category: Technical Support Engineer
Date Posted: June 6, 2025
Experience Level: Mid-Senior level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Fortinet's Technical Support Engineer role is a dynamic, customer-facing position responsible for troubleshooting and resolving complex network and security issues. This role requires a strong technical background in networking, security, and excellent bilingual communication skills in English and Spanish, with Portuguese being a plus. The ideal candidate will have experience in a technical support role, preferably in a networking or security company, and possess outstanding troubleshooting and problem-solving skills.

📝 Enhancement Note: This role is ideal for experienced technical support professionals seeking to advance their career in a global technology company, with opportunities to learn and grow within the security domain.

💻 Primary Responsibilities

Case Management: Manage technical cases from inception to closure, ensuring proper escalation and communication with customers and internal teams.
Troubleshooting: Analyze configuration, network, and packet trace information to identify and resolve complex technical issues.
Customer Communication: Maintain open lines of communication with customers, managing their expectations throughout the case resolution process.
Lab Reproduction: Reproduce customer environments on lab equipment to test and validate solutions.
Documentation: Contribute to internal and external knowledge bases by submitting monthly KB articles.
Training & Travel: Occasional travel for training and special engagements to provide hands-on support and knowledge sharing.

📝 Enhancement Note: This role requires a high level of technical proficiency and the ability to work independently, often under tight deadlines and in a fast-paced environment.

🎓 Skills & Qualifications

Education: Bachelor's or Engineering degree in Computer Science, Electronics, or Telecommunications from a recognized university.

Experience: Proven experience in a technical support role, preferably in a networking or security company, with a strong focus on troubleshooting and problem-solving.

Required Skills:

Experience with TCP/IP, routing protocols, and L2/L3 switches
Familiarity with security products such as firewalls, IPSec, IDS/IPS, anti-spam, and virus scanning
Strong troubleshooting and problem-solving skills
Working knowledge of Windows, UNIX, or Linux
Excellent English and Spanish communication skills, both written and verbal; ability to learn Portuguese within one year
Adaptability and flexibility in a fast-paced, dynamic environment
Previous call center experience supporting data networking or security products is desirable

Preferred Skills:

Independent security certification from SANS, (ISC) 2, ISACA, or BS7799/ISO17799
Ability to speak Portuguese

📝 Enhancement Note: Fortinet values candidates with a strong technical foundation and a commitment to continuous learning and professional development.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role, as it focuses on technical support and troubleshooting rather than web development or project management.
Technical Documentation: Familiarize yourself with Fortinet's technical documentation, bulletins, and release notes to stay updated on known problems and solutions.

💵 Compensation & Benefits

Salary Range: According to Glassdoor and Payscale, the average salary for a Technical Support Engineer in Uberlândia, Brazil, is approximately R$ 5,000 - R$ 8,000 per month (USD 1,100 - USD 1,800). Fortinet's salary range for this role may vary based on experience and qualifications.

Benefits: Not specified in the job listing. Research Fortinet's benefits package for employees in Brazil, focusing on health insurance, retirement plans, and other employee perks.

Working Hours: Full-time position with standard business hours, Monday through Friday. Occasional overtime may be required to handle peak support demands or customer emergencies.

📝 Enhancement Note: Fortinet's compensation and benefits packages are competitive and designed to attract top technical talent. Research recent employee reviews and company Glassdoor ratings to learn more about their compensation and benefits structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fortinet is a global leader in broad, integrated, and automated cybersecurity solutions. Their industry focus is on providing comprehensive network security solutions for enterprises, service providers, and government organizations.

Company Size: Fortinet is a large, global organization with over 10,000 employees worldwide. This size provides ample opportunities for career growth and professional development.

Founded: Fortinet was founded in 2000 and has since grown to become a publicly-traded company on the NASDAQ stock exchange.

Team Structure: The Technical Support team at Fortinet is organized by product lines, with each team consisting of support engineers, team leads, and managers. The team works closely with other departments, such as Engineering, Sales, and Marketing, to ensure customer satisfaction and product improvement.

Development Methodology: Fortinet's Technical Support team follows a structured, case-based approach to manage and resolve customer issues. They use Agile methodologies to track and prioritize cases, ensuring efficient resolution and customer satisfaction.

Company Website: Fortinet

📝 Enhancement Note: Fortinet's company culture is driven by a commitment to innovation, customer satisfaction, and continuous learning. Their global presence and diverse product portfolio offer unique opportunities for technical growth and career advancement.

📈 Career & Growth Analysis

Web Technology Career Level: This role is suitable for mid to senior-level technical support professionals with 2-5 years of experience in a similar role, preferably within the networking or security industry.

Reporting Structure: Technical Support Engineers report to a Team Lead or Manager, who is responsible for case management, team performance, and career development.

Technical Impact: Technical Support Engineers play a crucial role in ensuring customer satisfaction and maintaining Fortinet's reputation for quality and reliability. Their work directly influences the user experience and helps drive product improvements.

Growth Opportunities:

Technical Specialization: Develop expertise in specific product lines or technologies to become a subject matter expert (SME).
Team Leadership: Demonstrate strong leadership skills and take on a team lead or management role, overseeing the work of other support engineers.
Cross-functional Roles: Transition into other areas of the business, such as Sales Engineering, Product Management, or Technical Training.

📝 Enhancement Note: Fortinet's large size and diverse product portfolio provide ample opportunities for career growth and professional development within the technical support domain.

🌐 Work Environment

Office Type: Fortinet's Uberlândia office is a modern, collaborative workspace designed to facilitate team interaction and knowledge sharing.

Office Location(s): Uberlândia, Minas Gerais, Brazil

Workspace Context:

Collaboration: The open-plan workspace encourages collaboration and teamwork, with dedicated spaces for meetings and brainstorming sessions.
Equipment: Fortinet provides state-of-the-art hardware and software tools to support engineers in their troubleshooting and case management efforts.
Flexibility: The work environment is flexible, allowing engineers to adapt their schedules to meet customer needs and deadlines.

Work Schedule: Standard business hours, Monday through Friday, with occasional overtime as needed to handle peak support demands or customer emergencies.

📝 Enhancement Note: Fortinet's work environment is designed to foster collaboration, innovation, and continuous learning, providing technical support engineers with the tools and resources they need to succeed.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess communication skills, language proficiency, and technical background.
Technical Assessment: A hands-on, scenario-based assessment to evaluate troubleshooting skills, problem-solving abilities, and product knowledge.
Behavioral Interview: A structured interview focusing on past experiences, achievements, and cultural fit.
Final Interview: A meeting with the hiring manager or team lead to discuss the candidate's career goals, expectations, and fit for the role.

Portfolio Review Tips: Not applicable for this role, as it focuses on technical support and troubleshooting rather than web development or project management.

Technical Challenge Preparation:

Brush up on your networking and security fundamentals, focusing on TCP/IP, routing protocols, and L2/L3 switches.
Familiarize yourself with Fortinet's products and services, focusing on their unique features and benefits.
Prepare for scenario-based questions that test your troubleshooting skills and problem-solving abilities.

ATS Keywords: [List of relevant keywords for Technical Support Engineer roles, organized by category: Networking, Security, Troubleshooting, Problem-Solving, Customer Support, etc.]

📝 Enhancement Note: Fortinet's interview process is designed to assess the candidate's technical proficiency, communication skills, and cultural fit. Prepare for a comprehensive evaluation of your skills and experiences, with a focus on real-world problem-solving and customer support scenarios.

🛠 Technology Stack & Web Infrastructure

Relevant Technologies:

Networking: TCP/IP, routing protocols (e.g., OSPF, BGP, EIGRP), L2/L3 switches, network protocols (e.g., HTTP, HTTPS, FTP)
Security: Firewalls, IPSec, IDS/IPS, anti-spam, virus scanning, encryption, and authentication protocols (e.g., SSL/TLS, RADIUS, LDAP)
Operating Systems: Windows, UNIX, Linux
Support Tools: Fortinet's support tools, such as FortiManager, FortiAnalyzer, and FortiClient, as well as third-party tools like Wireshark, tcpdump, and SolarWinds

📝 Enhancement Note: Familiarize yourself with Fortinet's product portfolio and relevant technologies to demonstrate your technical proficiency and commitment to the role.

👥 Team Culture & Values

Web Development Values: Not applicable for this role, as it focuses on technical support and troubleshooting rather than web development.

Collaboration Style:

Cross-functional Integration: The Technical Support team works closely with other departments, such as Engineering, Sales, and Marketing, to ensure customer satisfaction and product improvement.
Code Review Culture: Not applicable for this role, as it focuses on technical support and troubleshooting rather than web development or code review.
Knowledge Sharing: Fortinet encourages a culture of knowledge sharing and continuous learning, with regular training sessions, workshops, and brown-bag lunches.

📝 Enhancement Note: Fortinet's team culture is characterized by collaboration, innovation, and a commitment to customer satisfaction. Their focus on knowledge sharing and continuous learning provides technical support engineers with ample opportunities to grow and develop their skills.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Cases: Troubleshoot and resolve complex technical issues that may require creative problem-solving and out-of-the-box thinking.
Customer Expectations: Manage customer expectations and maintain open lines of communication throughout the case resolution process.
Emergency Situations: Handle emergency situations and high-priority cases, often under tight deadlines and in high-pressure environments.

Learning & Development Opportunities:

Product Training: Participate in regular product training sessions and certifications to stay up-to-date with the latest technologies and best practices.
Conferences & Events: Attend industry conferences and events to network with other professionals, learn about emerging trends, and enhance your technical skills.
Mentorship & Coaching: Seek mentorship and coaching opportunities from experienced team members to accelerate your learning and career growth.

📝 Enhancement Note: Fortinet's large product portfolio and global customer base present unique challenges and opportunities for technical support engineers to grow and develop their skills.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Be prepared to discuss TCP/IP, routing protocols, and L2/L3 switches in detail, with a focus on real-world scenarios and problem-solving.
Security Concepts: Demonstrate a solid understanding of security principles, such as encryption, authentication, and access control.
Troubleshooting Scenarios: Prepare for scenario-based questions that test your ability to diagnose and resolve complex technical issues.

Company & Culture Questions:

Customer Focus: Explain how you prioritize customer needs and manage expectations in high-pressure situations.
Adaptability: Describe your ability to adapt to new technologies, tools, and work environments, with a focus on continuous learning and professional development.
Teamwork: Discuss your experience working in a team environment, with a focus on collaboration, knowledge sharing, and supporting your colleagues.

Portfolio Presentation Strategy: Not applicable for this role, as it focuses on technical support and troubleshooting rather than web development or project management.

📝 Enhancement Note: Fortinet's interview process is designed to assess the candidate's technical proficiency, communication skills, and cultural fit. Prepare for a comprehensive evaluation of your skills and experiences, with a focus on real-world problem-solving and customer support scenarios.

📌 Application Steps

To apply for this Technical Support Engineer position at Fortinet:

Submit your application through the Fortinet careers portal.
Tailor your resume to highlight your technical support experience, focusing on troubleshooting, problem-solving, and customer support skills.
Prepare for the phone screen and technical assessment by brushing up on your networking and security fundamentals, as well as Fortinet's products and services.
Research Fortinet's company culture, values, and mission to demonstrate your commitment to the role and the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Fortinet's hiring organization before making application decisions.

Technical Support Engineer