Senior Technical Support Engineer

Fortinet•Sunnyvale, CA

1d•Onsite

About The Position

Provide technical support to customers on security devices and Cloud deployments. Perform collection, analysis, and change recommendations of configuration of customer network information and packet capture. Recommend corrective actions based on gathered data and its analysis. Run real-time phone or remote access sessions with customers. Apply networking knowledge with a focus on L2, L3, L4, and L7. Debug and troubleshoot networking issues related to device misconfigurations, network connectivity, and L3 routing. Utilize engineering background to recreate customer issues in the lab and work with the engineering team to debug issues and verify workarounds/fixes.

Requirements

Demonstrate knowledge and/or experience in each of the following: Network protocols and technologies: TCP/IP, UDP, SSH, TLS, SSL, HTTP, HTTPS, Proxy, VLAN, Routing, Content based routing, or URL modification
OSI model
Operating systems: Windows, Unix or Linux
Internet security: firewall, IPSs, or Mail Security Gateways.
Proficient spoken and written English
Positive, communicative and customer oriented attitude
Must be authorized to work in the U.S. without sponsorship.

Nice To Haves

Having any of industry certificates (FCNSA, CCNA, CCIE)
Basic experience with security devices (Firewalls, IPSs, Mail Security Gateways etc.)
Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication etc.)

Responsibilities

Provide technical support to customers on security devices and Cloud deployments.
Perform collection, analysis, and change recommendations of configuration of customer network information and packet capture.
Recommend corrective actions based on gathered data and its analysis.
Run real-time phone or remote access sessions with customers.
Apply networking knowledge with a focus on L2, L3, L4, and L7.
Debug and troubleshoot networking issues related to device misconfigurations, network connectivity, and L3 routing.
Utilize engineering background to recreate customer issues in the lab and work with the engineering team to debug issues and verify workarounds/fixes.