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.