Fortinet Technical Support Engineer 

United States, Illinois, Chicago 

913031339

As a Technical Support Engineer, you will be involved in:

• Analyzing, resolving complex, challenging issues including follow up on technical cases including proper escalation and management of the case until closure.
• Where bugs or product improvements are identified, you will be responsible for coordinating with the development organization and prioritizing the required work to ensure that the customers get their issues resolved in a timely manner.
• Be a large part in driving the quality of FortiMonitor, FortiRecon and FortiNDR Cloud products forward, either by yourself or by coordinating activities of different departments in the business units.
• Be a part of a team building and maintaining tools which allow the Support organization to analyze data and diagnose problems quickly and efficiently.
• Reproduction of customer environments on lab equipment
• Participate in weekend support rotation schedule.
• Knowledge, idea and experience sharing within the team.
• Develop core competency in Fortinet product line and technologies.

We are looking for:

• Preferred 3 years of experience in Technical Support/Escalation engineer/IT-Ops role.
• Solid experience and deep understanding of Linux.
• Ability to speak clearly & confidently about technology and interact with customers via email, phone and chat.
• Bilingual candidate with English & Spanish fluency is preferred.
• Excellent analytical and problem-solving skills with a strong sense of customer commitment.
• High level of interpersonal skills.
• Knowledge and experience with L2/L3 Switches, Firewalls, APs.
• Knowledge and experience with data networking protocols, routing and switching.
• Knowledge of SNMP.
• Knowledge of web servers and application servers.
• Knowledge and experience with Windows, UNIX or Linux.
• Some scripting experience with Python, Perl, PowerShell, Bash or Ruby.
• A team-oriented attitude and interest in working closely with other groups in the company.
• Strong organizational skills and the ability to properly prioritize operations, customer impacting issues and project tasks.
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.

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.