Technical Support Engineer

Fortinet-posted 3 months ago
$81,300 - $105,200/Yr
Full-time • Entry Level
Sunnyvale, CA
Professional, Scientific, and Technical Services
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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. You would act as the Technical Support Engineer for Switching and Wireless Team.

  • Provide direct technical web and telephone support to Fortinet customers.
  • 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.
  • 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.
  • Experience with security products firewalls, IPSec, IDS/IPS, WIDS.
  • 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.
  • Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
  • Medical, dental, vision, life and disability insurance.
  • 401(k).
  • 11 paid holidays.
  • Vacation time.
  • Sick time.
  • Comprehensive leave program.
  • Participation in the Fortinet equity program.
  • Bonus eligibility reviewed at time of hire and annually at the Company's discretion.
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