Senior Network & Security Support Engineer

Perception Point; Frisco (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and disability insurance

401(k)

11 paid holidays

Vacation time

Sick time

Job summary

Fortinet is seeking a Senior Technical Support Specialist to provide expert troubleshooting for Fortinet products, focusing on FortiGate, while collecting and analyzing configuration information to recommend corrective actions. You will interface with QA and development to reproduce issues in lab environments and drive resolution.

This role requires 3+ years in technical support or system administration, a strong networking background (TCP/IP, routing, L2/L3 switching), and experience with

Qualifications

• 3+ years of experience in a technical support or system administration role in a networking/security company or equivalent education
• Bachelor’s degree in computer science, Software Engineering or related field desirable
• Deep working knowledge of Windows, OSX, Unix/Linux
• Strong understanding of TCP/IP, routing protocols, L2/L3 switching
• Experience with security products - firewalls, IDS/IPS, VPN, virus scanning
• Strong troubleshooting and problem-solving skills
• Experience using AI tools to improve day-to-day activities
• Previous call center experience preferable supporting data networking or security products
• KCS framework knowledge is a plus
• Ability to work in the office 4 days a week and on-call rotation
• Strong written and verbal communication skills

Responsibilities

• Provide troubleshooting expertise on Fortinet products, especially FortiGate
• Collect, analyze and recommend changes to configuration information
• Analyze and collect customer system information and recommend corrective actions
• Educate customers on needed topics due to gaps in networking or product knowledge
• Consult technical documentation, bulletins and release notes for known problems
• Reproduce customer environments on lab equipment to isolate and solve problems
• Manage and escalate technical cases until closure
• Lead customer management meetings and manage communications until case closure

Skills

Technical support

Networking concepts

Windows/Unix/MacOS

TCP/IP

Security products

Troubleshooting

AI tools usage

Customer communication

Education

Bachelor’s degree in CS or related field

Tools

Lab equipment

Job description

Fortinet is seeking a Senior Technical Support Specialist to provide expert troubleshooting for Fortinet products, focusing on FortiGate, while collecting and analyzing configuration information to recommend corrective actions. You will interface with QA and development to reproduce issues in lab environments and drive resolution.

This role requires 3+ years in technical support or system administration, a strong networking background (TCP/IP, routing, L2/L3 switching), and experience with