Technical Support Engineer

Fortinet • Santa Clara, CA

1d

About The Position

As a member of the FortiNAC TAC team, you will help troubleshoot complex network access and security issues, acting as a subject matter expert for FortiNAC deployments across diverse customer environments.

Requirements

• Strong knowledge of Network Access Control (NAC) concepts, 802.1X, RADIUS, SNMP, and network segmentation.
• Solid understanding of network protocols and infrastructure (TCP/IP, VLANs, DHCP, DNS, routing/switching).
• Familiarity with multi-vendor network environments (FortiGate, Cisco, Aruba, etc.).
• Linux/Unix system administration experience, including CLI-based troubleshooting.
• Working knowledge of Windows systems and AD/LDAP integration.
• Strong diagnostic and problem-solving skills across Layer 2/3 and application-level issues.
• Excellent communication and customer service skills.
• Fluency in both spoken and written English.
• Bachelor’s degree in Computer Science, Networking, Cybersecurity, or a related field (or equivalent work experience).
• Minimum 5–8 years of technical support, network engineering, or security operations experience.
• Must be authorized to work in the U.S. without sponsorship.

Nice To Haves

• Experience with virtualization platforms and cloud-based deployments is a plus.
• Hands-on experience with FortiNAC or similar NAC products is a plus.
• Scripting or automation experience (e.g., Python, Bash) is a plus.
• Proficiency in Spanish is a strong plus.

Responsibilities

• Provide technical support to FortiNAC customers via phone, email, and remote sessions, with a strong focus on troubleshooting and root cause analysis.
• Analyze customer configurations, deployment setups, and network designs, including switches, firewalls, and endpoint connectivity.
• Recreate customer-reported issues in lab environments to validate findings and confirm resolutions.
• Recommend configuration changes or upgrades based on technical assessments and best practices.
• Accurately document case progress, set clear expectations, and ensure timely resolution of support tickets.
• Perform live troubleshooting on customer systems, working collaboratively with customer IT staff.
• Identify, reproduce, and document product bugs or usability issues, and escalate to Engineering as needed.
• Participate in the weekend/holiday on-call rotation.
• Create and maintain internal and customer-facing knowledge base articles to share troubleshooting insights and solutions.

Benefits

• medical
• dental
• vision
• life and disability insurance
• 401(k)
• 11 paid holidays
• vacation time
• sick time
• comprehensive leave program
• Fortinet equity program
• Bonus eligibility
• supportive work environment
• competitive Total Rewards package to support you with your overall health and financial well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level