Fortinet Technical Support Engineer 

United States, California, Sunnyvale 

624612165

As a Technical Support Engineer, you will:

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

• Support and troubleshooting on the wireless and switching 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

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

• Experience in a technical support role in a networking/security company or equivalent education
• Strong understanding of WiFi 802.11 networks, 4G LTE experience.
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Experience with security products firewalls, IPSec, IDS/IPS, WIDS
• Strong troubleshooting and problem solving skills
• Extensive working knowledge of Windows, MACOs,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.

Educational Requirements:

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.

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.