Senior Network Security Support Engineer

Fortinet, Inc.; Frisco (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) plan

Paid holidays

Vacation and sick time

Equity program

Job summary

Fortinet in Frisco, Texas seeks a Senior Technical Support Specialist to provide expert assistance on Fortinet products, troubleshoot complex issues, and guide customers through resolution. You will work with QA and development to replicate problems and propose enhancements.

Required 3+ years in technical support or system administration, a CS/engineering degree, and strong TCP/IP networking knowledge. On-site four days a week with strong communication skills and potential on-call rotation.

Qualifications

• Minimum 3+ years 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 understanding of TCP/IP, routing, L2/L3 switching.
• Experience with firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem-solving skills.
• Experience using AI tools to aid day-to-day activities.
• Past call center experience preferred for data networking/security products.
• Knowledge management and KCS framework is a plus.
• Office presence 4 days a week; on-call rotation possible.
• Strong written and verbal communication skills.

Responsibilities

• Provide troubleshooting expertise on core Fortinet products, especially FortiGate.
• Collect, analyze and recommend configuration changes.
• Collect and analyze customer system information.
• Recommend corrective actions based on analysis.
• Educate customers where gaps in networking or product knowledge exist.
• Consult technical documentation, bulletins and release notes.
• Reproduce customer environments in lab to isolate problems and propose solutions.
• Follow up on technical cases with escalation and closure.
• Manage communications and expectations until case closure; lead escalation meetings.

Skills

Troubleshooting

Networking

Security

AI tools

Communication skills

Call center experience

Problem solving

Education

Bachelor's degree in computer science or Software Engineering

Tools

Fortinet FortiGate

Security products

Job description

Fortinet in Frisco, Texas seeks a Senior Technical Support Specialist to provide expert assistance on Fortinet products, troubleshoot complex issues, and guide customers through resolution. You will work with QA and development to replicate problems and propose enhancements.

Required 3+ years in technical support or system administration, a CS/engineering degree, and strong TCP/IP networking knowledge. On-site four days a week with strong communication skills and potential on-call rotation.