Provide direct technical web and telephone support to Fortinet customers including 1.Support and troubleshooting on the wireless and switching range of Fortinet products 2.Collection, analysis and change recommendations of configuration information 3.Collection and analysis of customer network information 4.Collection and initial analysis of packet trace information 5.Recommend corrective actions based on analysis 6.Provide customer education where needed due to gaps in networking, product knowledge etc 7.Consultation of technical documentation, bulletins and release notes for known problems 8.Reproduction of customer environments on lab equipment 9.Manage customer communications and expectations until the closure of each case