Senior Technical Support Engineer

Fortinet, Inc.; Santa Clara (CA); On-site; USD 87,000 - 107,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

11 Paid Holidays

Vacation Time

Sick Time

Job summary

Fortinet is seeking a Technical Support Engineer in Santa Clara, California. This role involves providing technical support on security devices and cloud deployments, debugging networking issues, and utilizing engineering knowledge. Candidates must have a Bachelor's or Master's in Engineering, possess strong knowledge of network protocols and security devices, and demonstrate excellent communication skills. The salary range is $87,000-$107,000 with additional benefits including health insurance and a comprehensive leave program.

Qualifications

• Must possess knowledge of network protocols and technologies, including TCP/IP and HTTP.
• Experience with networking issues related to device misconfigurations and connectivity.
• Proficient in English (spoken and written) and customer-oriented.

Responsibilities

• Provide technical support to customers on security devices.
• Perform analysis and recommend changes based on customer network information.
• Run remote sessions with customers to troubleshoot issues.

Skills

Technical Support

Networking Knowledge (L2, L3, L4, L7)

Debugging and Troubleshooting

Network Protocols (TCP/IP, UDP)

Internet Security

Education

Bachelor's or Master's Degree in Engineering

Tools

Firewall

IPS

Mail Security Gateways

Job description

Position overview and Job Responsibilities

• Provide technical support to customers on security devices and Cloud deployments.
• Perform collection, analysis, and change recommendations of configuration of customer network information and packet capture.
• Recommend corrective actions based on gathered data and its analysis.
• Run real-time phone or remote access sessions with customers.
• Apply networking knowledge with a focus on L2, L3, L4, and L7.
• Debug and troubleshoot networking issues related to device misconfigurations, network connectivity, and L3 routing.
• Utilize engineering background to recreate customer issues in the lab and work with the engineering team to debug issues and verify workarounds/fixes.

Demonstrate knowledge and/or experience in each of the following

• Network protocols and technologies: TCP/IP, UDP, SSH, TLS, SSL, HTTP, HTTPS, Proxy, VLAN, Routing, Content based routing, or URL modification
• OSI model
• Operating systems: Windows, Unix or Linux
• Internet security: firewall, IPSs, or Mail Security Gateways.

Desired

• Having any of industry certificates (FCNSA, CCNA, CCIE)
• Basic experience with security devices (Firewalls, IPSs, Mail Security Gateways etc.)
• Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
• Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication etc.)
• Proficient spoken and written English
• Positive, communicative and customer oriented attitude

Education

Bachelor's or Master's Degree in Engineering

US Citizenship is required.

The US base salary range for this full-time position is $87,000-$107,000. Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time, as well as a comprehensive leave program.

Wage ranges are based on various factors, including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at the time of hire and annually at the Company's discretion.

Must be authorized to work in the U.S. without sponsorship.

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.