Senior Technical Support Specialist

Fortinet
Texas, Sunnyvale
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 3+ yearsEducation: bachelorsSkills: ["Troubleshooting","Problem-solving","Communication"]

Provide advanced troubleshooting and escalation support for Fortinet customers and partners, with a focus on FortiGate. Collect and analyze configuration and system information, recommend corrective actions, and educate customers as needed. Replicate issues in lab environments, coordinate case follow-up through closure, and consult documentation, bulletins, and release notes for known problems while partnering with QA and development to identify improvements.

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Fortinet
Fortinet
2 days ago

Senior Technical Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Provide advanced troubleshooting and escalation support for Fortinet customers and partners, with a focus on FortiGate. Collect and analyze configuration and system information, recommend corrective actions, and educate customers as needed. Replicate issues in lab environments, coordinate case follow-up through closure, and consult documentation, bulletins, and release notes for known problems while partnering with QA and development to identify improvements.
Location: Texas, Sunnyvale
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Provide troubleshooting expertise on core Fortinet products, especially FortiGate.
  • •Collect and analyze configuration and customer system information; recommend corrective actions.
  • •Reproduce customer environments in lab equipment to isolate issues and recommend potential solutions.
  • •Follow up technical cases through proper escalation and management until case closure, including leading customer management meetings.
  • •Consult technical documentation, bulletins, and release notes for known problems and provide customer education where needed.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid HolidaysPaid LeaveSick TimeEquity

Key Requirements

  • •Minimum 3+ years of experience in a technical support or system administration role in a networking/security company (or equivalent education).
  • •Bachelor’s degree in computer science, Software Engineering, or related field (or equivalent training and experience).
  • •Deep working knowledge of Windows, OSX, and Unix/Linux.
  • •Strong understanding of TCP/IP, routing protocols, and L2/L3 switching.
  • •Experience with security products such as firewalls, IDS/IPS, VPN, and virus scanning.
Experience:3+ years
Education:Bachelor's in computer science, Software Engineering
Skills:TroubleshootingProblem-solvingCommunication
Tech Stack:FortiGateWindowsOSXUnix/LinuxTCP/IPRouting protocolsL2 switchingL3 switchingFirewallsIDS/IPSVPNVirus scanningAI toolsKCS

Company Brief

Fortinet
Provides enterprise cybersecurity solutions including data protection, cloud security, network security, and user and entity behavior analytics to help organizations prevent insider threats, secure cloud and on-premises environments, and enforce data loss prevention policies.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Austin, United States
Founded: 1994
WebsiteLinkedIn