Job Description As a Technical Support Engineer, you will:
- Troubleshoot Fortinet's Secure Access Service Edge product, FortiSASE.
- Collection, analysis and change recommendations of configuration information
- Collection and analysis of customer system 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; work to isolate and solve problems; recommend potential new solutions
- 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; conduct and lead customer management meetings regarding escalation
We Are Looking For:
- Candidate with 3+ years of experience in a technical support or system administration role in a networking/security company or equivalent education
- Deep working knowledge of operating systems Windows, OSX, Linux
- Deep understanding of TCP/IP, routing protocols, L2/L3 switches
- Strong understanding of BGP, Hub-and-Spoke technology, SDWAN
- Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
- Experience with security products -firewalls, IDS/IPS, VPN, virus scanning
- Strong troubleshooting and problem-solving skills
- Previous call center experience, preferably supporting data networking products and/or security products is desirable
- Strong communication skills, both written and verbal
Educational Requirement:
- Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
About Us Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.
We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at .
Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.