Senior Technical Support Engineer

Fortinet is hiring a Senior Technical Support Engineer to support customers using security devices and Cloud deployments. In this onsite role in Sunnyvale, CA, you will investigate real-world networking problems, analyze configurations and packet captures, and partner with engineering to recreate and resolve customer issues.

Role Summary

You will provide technical support through live phone or remote access sessions, diagnose networking and connectivity concerns using strong Layer 2 through Layer 7 knowledge, and recommend corrective actions grounded in collected data and analysis.

Responsibilities

• Deliver technical support to customers using security devices and Cloud deployments.
• Collect, analyze, and provide change recommendations for customer network configurations and packet captures.
• Recommend corrective actions based on gathered information and its analysis.
• Run real-time phone or remote access sessions with customers to investigate and resolve issues.
• Apply networking knowledge focused on L2, L3, L4, and L7.
• Debug and troubleshoot networking issues including device misconfigurations, connectivity problems, and L3 routing.
• Recreate customer issues in a lab environment using an engineering background, then collaborate with engineering to debug and verify workarounds or fixes.
• Demonstrate knowledge or experience with TCP/IP, UDP, SSH, TLS, SSL, HTTP, HTTPS, Proxy, VLAN, Routing, content based routing, and URL modification.
• Demonstrate knowledge or experience with the OSI model.
• Demonstrate knowledge or experience with Windows, Unix, or Linux.
• Demonstrate knowledge or experience in internet security, including firewalls, IPSs, or Mail Security Gateways.

Requirements

• Hold any industry certificate (FCNSA, CCNA, or CCIE).
• Basic experience with security devices, including firewalls, IPSs, and Mail Security Gateways.
• Knowledge of dynamic routing protocols and implementation (OSPF, BGP).
• Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication).
• Proficient spoken and written English.
• Positive, communicative, and customer-oriented attitude.

Education

Bachelor’s or Master’s Degree in Engineering.

Compensation

USD 68,000 - 84,000 per year.

Benefits

• Medical, dental, vision, life and disability insurance
• 401(k)
• 11 paid holidays
• Vacation time
• Sick time
• Comprehensive leave program
• Equity program

Onsite location: Sunnyvale, CA