Technical Support Engineer

Job Description

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support Engineer to contribute to the success of our rapidly growing business.

About the Role

You would act as the Technical Support Engineer for Switching and Wireless Team. 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

Job Requirements

• 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
• 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
• Must be authorized to work in the U.S. without sponsorship

Educational Requirements

Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

Why Join Us

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. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

Pay

The US base salary range for this full-time position is $90,000-$110,000.

Benefits

Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program.