Senior Technical Support Engineer

Fortinet, Inc.; Sunnyvale (CA); On-site; USD 68,000 - 84,000; 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

Comprehensive leave

Job summary

Fortinet, Inc. is seeking a technically skilled Support Engineer to provide assistance on security devices and Cloud deployments from Sunnyvale.

You will analyze configurations, collect network data, and recommend corrective actions while engaging customers via real-time sessions. The role requires hands-on networking knowledge across OSI layers and security technologies, with strong English communication and a customer-focused mindset.

Qualifications

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

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.

Skills

Customer support

Networking concepts

English proficiency

Communication

Attitude

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

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

The US base salary range for this full-time position is $68,000-$84,000.

• medical


• dental


• vision


• life and disability insurance


• 401(k)


• 11 paid holidays


• vacation time


• sick time


• 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.

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.