Technical Support Engineer

Fortinet, Inc.; Sunnyvale (CA); On-site; USD 81,300 - 105,200; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

Paid holidays

Vacation time

Sick time

Comprehensive leave program

Job summary

An established industry player in cybersecurity is seeking a dynamic Technical Support Engineer to join their Switching and Wireless Team. In this role, you will provide exceptional technical support to customers, troubleshoot a range of Fortinet products, and ensure effective communication throughout the support process. This position offers the opportunity to work in a collaborative environment where your contributions will directly impact the success of the business. If you are passionate about technology and eager to make a difference in the cybersecurity landscape, this is the perfect opportunity for you to thrive.

Qualifications

• Experience in technical support role in networking/security.
• Strong understanding of WiFi, TCP/IP, and routing protocols.
• Extensive knowledge of Windows, MACOs, UNIX, or Linux.

Responsibilities

• Provide direct technical support to customers via web and phone.
• Troubleshoot wireless and switching Fortinet products.
• Manage customer communications and expectations until case closure.

Skills

Technical Support

WiFi 802.11 networks

TCP/IP

Routing protocols

Troubleshooting

Problem solving

Windows

MACOs

UNIX

Linux

Education

Bachelor’s degree in Computer Science

Software Engineering

Tools

Firewalls

IPSec

IDS/IPS

WIDS

Job description

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support Engineer to contribute to the success of our rapidly growing business.

You would act as the Technical Support Engineer for Switching and Wireless Team.

As a Technical Support Engineer, you will:

Provide direct technical web and telephone support to Fortinet customers including:

1. Support and troubleshooting on the wireless and switching range of Fortinet products
2. Collection, analysis and change recommendations of configuration information
3. Collection and analysis of customer network information
4. Collection and initial analysis of packet trace information
5. Recommend corrective actions based on analysis
6. Provide customer education where needed due to gaps in networking, product knowledge etc
7. Consultation of technical documentation, bulletins and release notes for known problems
8. Reproduction of customer environments on lab equipment
9. Follow up on technical cases including proper escalation and management of the case until case closure.
10. Manage customer communications and expectations until the closure of each case

We are looking for:

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

1. Experience in a technical support role in a networking/security company or equivalent education
2. Strong understanding of WiFi 802.11 networks, 4G LTE experience.
3. Strong understanding of TCP/IP, routing protocols, L2/L3 switches
4. Experience with security products firewalls, IPSec, IDS/IPS, WIDS
5. Strong troubleshooting and problem solving skills
6. Extensive working knowledge of Windows, MACOs, UNIX or Linux
7. Previous call center experience, preferably supporting data networking products and/or security products is desirable.
8. Strong English skills both written and verbal.

Educational Requirements:

Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.

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 660,000+ customers around the globe.

The US base salary range for this full-time position is $81,300-$105,200. 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 labor 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 time of hire and annually at the Company’s discretion.