Senior Cybersecurity Support Engineer

Fortinet, Inc.; Florida; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan

Paid holidays

Vacation and sick time

Equity program

Job summary

Fortinet is seeking a Senior Technical Support Specialist to join the Sunrise, FL team, acting as the escalation point for Fortinet customers and partners and delivering advanced technical assistance on Fortinet products, with emphasis on FortiGate. You will collaborate with QA and development to reproduce issues and propose improvements.

The role requires 3+ years in technical support or systems administration, a Bachelor’s degree in CS or related field, strong TCP/IP knowledge, and experience

Qualifications

• 3+ years of experience in technical support or system administration in networking/security
• Bachelor’s degree in computer science, software engineering or related field or equivalent
• Deep working knowledge of Windows, OSX, Unix/Linux
• Strong TCP/IP and routing knowledge
• Experience with security products: firewalls, IDS/IPS, VPN, virus scanning
• Strong troubleshooting and problem-solving skills
• Experience with AI tools to enhance day-to-day activities
• Call center experience preferred for data networking/security products
• Knowledge management concepts; KCS framework is a plus
• Ability to work in office 3–5 days a week
• Possible on-call rotation
• Strong written and verbal communication skills

Responsibilities

• Provide troubleshooting on Fortinet core products, especially FortiGate
• Analyze configuration information and provide change recommendations
• Collect and analyze customer system information
• Recommend corrective actions based on analysis
• Educate customers as needed on networking/product knowledge
• Consult technical docs, bulletins and release notes
• Reproduce customer environments in lab to isolate problems
• Escalate and manage cases to closure
• Manage customer communications and set expectations through closure

Skills

3+ years experience in technical & sys

TCP/IP knowledge

Operating systems Windows/OSX/Unix

Security products experience

Troubleshooting skills

AI tools usage

Call center experience

KCS framework awareness

Strong communication

Education

Bachelor’s degree in CS/Software Engineering or related field

Job description

Fortinet is seeking a Senior Technical Support Specialist to join the Sunrise, FL team, acting as the escalation point for Fortinet customers and partners and delivering advanced technical assistance on Fortinet products, with emphasis on FortiGate. You will collaborate with QA and development to reproduce issues and propose improvements.

The role requires 3+ years in technical support or systems administration, a Bachelor’s degree in CS or related field, strong TCP/IP knowledge, and experience