Senior Network & Security Support Engineer

Fortinet Inc.; Sunnyvale (CA); Hybrid; USD 90,000 - 125,000; Full time

Benefits offered by this job

Fortinet equity program

Bonus eligibility

Comprehensive leave program

Job summary

Fortinet is seeking a Senior Technical Support Specialist to act as a primary support and escalation point for customers and partners. The role involves troubleshooting Fortinet FortiGate products, analyzing configurations, and recommending fixes while interfacing with QA and development to optimize solutions.

You will work with a global customer base, use AI tools to improve daily activities, and participate in an on-call rotation.

Qualifications

• Minimum 3+ years in technical support or system administration in networking/security
• Bachelor’s degree in CS/Engineering or equivalent
• Deep knowledge of Windows, macOS, and Unix/Linux operating systems
• Strong TCP/IP, routing, L2/L3 switching understanding
• Experience with security products (firewalls, IDS/IPS, VPN) and troubleshooting
• Experience using AI tools to aid day-to-day tasks
• Call center experience a plus
• Knowledge management and KCS familiarity a plus
• Willingness to work in the office 4 days a week and participate in on-call if needed
• Authorized to work in the U.S. without sponsorship

Responsibilities

• Provide troubleshooting on Fortinet core products, especially FortiGate
• Analyze configuration information and customer system data
• Recommend corrective actions based on analysis
• Educate customers on networking concepts and Fortinet usage
• Consult technical docs, bulletins and release notes for known issues
• Replicate customer environments in lab to isolate problems
• Escalate and manage cases to closure
• Manage customer communications and set expectations during escalation workflow

Skills

Technical support

Networking

Windows/Unix/Linux

Troubleshooting

Customer service

AI tools

Education

Bachelor’s degree in CS/Engineering

Tools

Fortinet products

QA tools

Job description

Fortinet is seeking a Senior Technical Support Specialist to act as a primary support and escalation point for customers and partners. The role involves troubleshooting Fortinet FortiGate products, analyzing configurations, and recommending fixes while interfacing with QA and development to optimize solutions.

You will work with a global customer base, use AI tools to improve daily activities, and participate in an on-call rotation.