Senior Tech Support Engineer: FortiGate Specialist | Equity

Fortinet; Sunnyvale (CA); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Paid holidays

Job summary

Fortinet in Sunnyvale, CA is seeking a Senior Technical Support Specialist to provide expert troubleshooting and escalation for Fortinet customers and partners. You will work with QA and development to resolve issues and optimize Fortinet solutions, especially FortiGate, through replication and testing.

Ideal candidates have 3+ years in technical support or network/system admin roles, a CS/SE degree or equivalent, strong TCP/IP knowledge, and experience with security products.

Qualifications

• 3+ years in technical support or system administration in networking/security
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• Bachelor’s degree in CS/SE or related field desirable
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• Deep working knowledge of Windows, OSX, Unix/Linux
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• Strong understanding of TCP/IP, routing, L2/L3 switching
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• Experience with security products - firewalls, IDS/IPS, VPN, virus scanning
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• Strong troubleshooting and problem-solving skills
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• Past experience using AI tools to help day-to-day activities
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• Previous call center experience desirable
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• KCS framework knowledge is a plus
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• Office presence 3-5 days a week
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• Possible on-call rotation
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• Strong written and verbal communication skills

Responsibilities

• Provide troubleshooting expertise on core Fortinet products, especially FortiGate
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• Collect, analyze and recommend configuration changes
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• Collect and analyze customer system information
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• Recommend corrective actions based on analysis
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• Educate customers where needed on networking/product knowledge
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• Consult technical docs, bulletins and release notes
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• Reproduce customer environments in lab to isolate problems
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• Escalate and manage cases to closure
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• Manage customer communications and expectations during escalation

Skills

Networking knowledge

Troubleshooting

Security product knowledge

Strong communication

AI tools experience

Call center experience

Education

Bachelor’s degree in Computer Science or related field

Tools

Windows

macOS/OSX

Unix/Linux

Fortinet products

Job description

Fortinet in Sunnyvale, CA is seeking a Senior Technical Support Specialist to provide expert troubleshooting and escalation for Fortinet customers and partners. You will work with QA and development to resolve issues and optimize Fortinet solutions, especially FortiGate, through replication and testing.

Ideal candidates have 3+ years in technical support or network/system admin roles, a CS/SE degree or equivalent, strong TCP/IP knowledge, and experience with security products.