Fortinet Advanced Support Engineer 

United States, Texas, Plano 

743313880

As an Advanced Support Engineer you will be involved in:

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

We are looking for:

• 5 years of experience in a technical support role in a networking/security company or equivalent education
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
• Strong troubleshooting and problem-solving skills
• Extensive working knowledge of Windows, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong English skills both written and verbal.
• Previous experience/certification on Fortinet products is an advantage
• Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

Practical hands-on knowledge of

• Unix / Gnu-Linux (administrative level)
• Windows (administrative level)
• Checkpoint FW
• Load Balancers (F5 Big IP)
• Various Routers / Switches (Cisco CatOs, Cisco IOS, JunOS, PanOS, Riverbed, etc.)
• Vulnerability scanners (nessus, FireSIGHT, Qualys, etc)
• SQL (MSSql, MySql, postgresql, Oracle, etc.)
• Exchange
• Cloud Applications (AWS, Box, Google Apps, Office 365, Okta, Salesforce, etc)

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.