Senior Cybersecurity Support Engineer

Perception Point; Florida; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision, life and 1st/

Job summary

Fortinet, a cybersecurity pioneer, is seeking a Senior Technical Support Specialist to provide expert troubleshooting and guidance for Fortinet products, primarily FortiGate. You will analyze configurations, collect system data, and recommend fixes while educating customers and collaborating with QA and development.

The role involves reproducing environments in a lab, escalating cases as needed, and managing customer communications through closure.

Qualifications

• 3+ years of experience in technical support or system administration in a networking/security company or equivalent education
• Bachelor’s degree or equivalent combination of training and experience desirable
• Deep knowledge of Windows, macOS, and Unix/Linux
• Solid understanding of TCP/IP, routing, and L2/L3 switching
• Experience with security products (firewalls, IDS/IPS, VPN, virus scanning)
• Strong troubleshooting and problem-solving abilities
• Experience using AI tools to improve day-to-day activities
• Past call center experience desirable
• Knowledge management principles; KCS framework is a plus
• Ability to work in the office 4 days a week
• Potential for on-call rotation
• Excellent written and verbal communication skills

Responsibilities

• Provide troubleshooting expertise on core Fortinet products - especially FortiGate
• Collect, analyze and change configuration information
• Gather and analyze customer system information
• Recommend corrective actions based on analysis
• Provide customer education where needed
• Consult technical documentation, bulletins and release notes
• Reproduce customer environments in lab to isolate and solve problems
• Follow up on technical cases and manage escalation to closure
• Manage customer communications and meetings regarding escalation

Skills

Technical support

System administration

Networking

Security concepts

Troubleshooting

AI tools usage

Communication

Customer management

Education

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

Job description

Fortinet, a cybersecurity pioneer, is seeking a Senior Technical Support Specialist to provide expert troubleshooting and guidance for Fortinet products, primarily FortiGate. You will analyze configurations, collect system data, and recommend fixes while educating customers and collaborating with QA and development.

The role involves reproducing environments in a lab, escalating cases as needed, and managing customer communications through closure.