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Fortinet Technical Support Engineer 
United States, California, Sunnyvale 
987255004

Today

As a member of the FortiNAC TAC team, You will help troubleshoot complex network access and security issues, acting as a subject matter expert for FortiNAC deployments across diverse customer environments.

Responsibilities

  • Provide technical support to FortiNAC customers via phone, email, and remote sessions, with a strong focus on troubleshooting and root cause analysis.
  • Analyze customer configurations, deployment setups, and network designs, including switches, firewalls, and endpoint connectivity.
  • Recreate customer-reported issues in lab environments to validate findings and confirm resolutions.
  • Recommend configuration changes or upgrades based on technical assessments and best practices.
  • Accurately document case progress, set clear expectations, and ensure timely resolution of support tickets.
  • Perform live troubleshooting on customer systems, working collaboratively with customer IT staff.
  • Identify, reproduce, and document product bugs or usability issues, and escalate to Engineering as needed.
  • Participate in the weekend/holiday on-call rotation.
  • Create and maintain internal and customer-facing knowledge base articles to share troubleshooting insights and solutions.

Required Skills & Experience

  • Strong knowledge of Network Access Control (NAC) concepts, 802.1X, RADIUS, SNMP, and network segmentation.
  • Solid understanding of network protocols and infrastructure (TCP/IP, VLANs, DHCP, DNS, routing/switching).
  • Familiarity with multi-vendor network environments (FortiGate, Cisco, Aruba, etc.).
  • Linux/Unix system administration experience, including CLI-based troubleshooting.
  • Working knowledge of Windows systems and AD/LDAP integration.
  • Experience with virtualization platforms and cloud-based deployments is a plus.
  • Strong diagnostic and problem-solving skills across Layer 2/3 and application-level issues.
  • Hands-on experience with FortiNAC or similar NAC products is a plus.
  • Scripting or automation experience (e.g., Python, Bash) is a plus.
  • Excellent communication and customer service skills.
  • Fluency in both spoken and written English.
  • Proficiency in Spanish is a strong plus.

Qualifications

  • Bachelor’s degree in Computer Science, Networking, Cybersecurity, or a related field (or equivalent work experience).
  • Minimum 5 years of technical support, network engineering, or security operations experience.