Hybrid Florida: Senior Cybersecurity Tech Support Engineer

Fortinet Inc.; Florida; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical and dental coverage

401(k) and holidays

Comprehensive leave

Job summary

Fortinet is seeking a Senior Technical Support Specialist for its Sunrise, FL hub. You will provide expert troubleshooting for Fortinet products, primarily FortiGate, and analyze configurations and system information to recommend corrective actions.

You will educate customers, reference technical docs, and replicate issues in a lab to isolate solutions. The role requires 3+ years in technical support or network security, with a bachelor’s degree desirable.

Qualifications

• Minimum 3+ years in technical support or system administration in networking/security.
• Bachelor’s degree desirable in CS/SE or related field.
• Deep working knowledge of Windows, macOS, Unix/Linux.
• Strong understanding of TCP/IP, routing, L2/L3 switching.
• Experience with security products (firewalls, IDS/IPS, VPN, virus scanning).
• Strong troubleshooting and problem-solving skills.
• Experience using AI tools to aid daily activities.
• Call center experience desirable, supporting data networking or security products.
• Knowledge management principles; KCS experience is a plus.
• Ability to work in the office 3–5 days a week.
• Potential on-call rotation.

Responsibilities

• As a Senior Technical Support Specialist, provide troubleshooting on Fortinet products, especially FortiGate.
• Collect, analyze, and change recommendations of configuration information.
• Collect and analyze customer system information.
• Recommend corrective actions based on analysis.
• Provide customer education to fill knowledge gaps.
• Consult technical docs, bulletins, and release notes for known issues.
• Reproduce customer environments in lab, isolate and solve problems; suggest new solutions.
• Follow up on cases with proper escalation and closure.
• Manage customer communications and expectations until case closure; lead escalation meetings.

Skills

Tech support experience

Networking knowledge

Security product knowledge

TCP/IP expertise

Troubleshooting

AI tools usage

Call center experience

KCS knowledge

Communication skills

On-call rotation

Office 3–5 days

Education

Bachelor's degree in Computer Science, Software Engineering or related field

Job description

Fortinet is seeking a Senior Technical Support Specialist for its Sunrise, FL hub. You will provide expert troubleshooting for Fortinet products, primarily FortiGate, and analyze configurations and system information to recommend corrective actions.

You will educate customers, reference technical docs, and replicate issues in a lab to isolate solutions. The role requires 3+ years in technical support or network security, with a bachelor’s degree desirable.