Senior Technical Support Engineer

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

Job summary

Fortinet Inc. in Santa Clara, CA seeks a technically skilled customer engineer to provide security device and cloud deployment support. You will analyze configurations, run real-time sessions, and apply networking expertise across multiple OSI layers.

The role requires knowledge of TCP/IP, routing, OSI model, Windows/Linux, and security gateways, with FCNSA/CCNA/CCIE preferred. US citizenship is required; base salary is $87,000-$107,000 per year with comprehensive benefits and equity eligibility.

Qualifications

• Proficiency with TCP/IP, UDP, SSH, TLS, HTTP/HTTPS, and proxies.
• Understanding OSI model and layered security concepts.
• Experience with Windows, Unix or Linux environments.
• Familiarity with firewall, IPS, and mail security gateways.

Responsibilities

• Provide technical support to customers on security devices and Cloud deployments.
• Analyze customer network configurations and packet captures to identify issues.
• Recommend corrective actions based on data analysis.
• Run real-time phone or remote support sessions with customers.
• Apply networking knowledge across L2-L7 layers.
• Debug and troubleshoot device misconfigurations, connectivity, and L3 routing.
• Collaborate with engineering to reproduce issues in the lab and verify fixes.

Skills

Networking knowledge

Customer orientation

English proficiency

Security concepts

Education

Bachelor's or Master's Degree in Engineering

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.

Why Join Us:

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.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 890,000+ customers around the globe.