Senior Technical Support Engineer

Company: Fortinet, Inc.
Location: Sunnyvale
Posted on: February 1, 2025

Job Description:

Fortinet is a cybersecurity pioneer with over two decades of excellence. Our mission is to safeguard people, devices, and data everywhere. As we continue to shape the future of cybersecurity, Fortinet recently announced the opening of our latest global Innovation Hub in Atlanta, Georgia, where our expansion will include a team of Technical Support Specialists. We are seeking to fill the Support Specialist role, a support and escalation point for Fortinet customers and partners with the goal of enhancing our global Customer Success and Support function, providing exceptional customer service and technical help for our loyal customers and contributing to the success of our rapidly growing business. In addition to being able to provide firsthand expertise in the day-to-day use of Fortinet technology, this role will also interface with QA and development to solve customer problems and identify solutions, optimizations, and improvements through replication and testing.As a Senior Technical Support Specialist, you will:

• Provide troubleshooting expertise on the core Fortinet products - especially FortiGate.
• Collect, analyze, and provide change recommendations of configuration information.
• Collect and analyze customer system information.
• Recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking, product knowledge, etc.
• Consult technical documentation, bulletins, and release notes for known problems.
• Reproduce customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
• Follow up on technical cases including proper escalation and management of the case until closure.
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.We Are Looking For:
  • Candidate with a minimum of 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 an equivalent combination of training and experience is desirable.
  • Deep working knowledge of operating systems -- Windows, OSX, Unix/Linux.
  • Strong understanding of TCP/IP, routing protocols, L2/L3 switching.
  • Experience with security products - firewalls, IDS/IPS, VPN, virus scanning.
  • Strong troubleshooting and problem-solving skills.
  • Past experience using AI tools to help the effectiveness of day-to-day activities.
  • Previous call center experience, preferably supporting data networking products and/or security products is desirable.
  • A working understanding of knowledge management principles in daily workflow; KCS framework experience is an added advantage.
  • Ability to work in the office 3-5 days a week.
  • Possibility of an on-call rotation.
  • Strong communication skills, both written and verbal.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.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.All roles are eligible to participate in the Fortinet equity program, and bonus eligibility is reviewed at the time of hire and annually at the Company's discretion.About Our Team:Join the Fortinet TAC team in Atlanta, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams, and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet's core values of openness, teamwork, and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet's high standards of excellence in cybersecurity solutions.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 on our 660,000+ customers around the globe.
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Keywords: Fortinet, Inc., San Jose , Senior Technical Support Engineer, IT / Software / Systems , Sunnyvale, California