Senior Technical Support Engineer

Fortinet

Sunnyvale, CA

On-site

Who this role is best for

Candidates with networking expertise and security device experience will find this technical support role in Sunnyvale, CA, emphasizing problem-solving and customer collaboration.

Best fit for

Individuals with hands-on experience in troubleshooting network security issues and strong customer service orientation
— “Positive, communicative and customer oriented attitude”
Professionals skilled in analyzing network configurations and creating solutions for device misconfigurations
— “Provide technical support to customers on security devices and Cloud deployments”
Engineers with a background in dynamic routing protocols and authentication methods
— “Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)”

Things to consider

The role likely requires strong verbal communication skills due to real-time customer sessions
— “Run real-time phone or remote access sessions with customers”
Candidates must be authorized to work in the U.S. without sponsorship
— “Must be authorized to work in the U.S. without sponsorship”

How to stand out

Highlight experience with L2-L7 networking and security troubleshooting in your resume and interviews
— “Apply networking knowledge with a focus on L2, L3, L4, and L7”
Showcase your ability to analyze and recommend configuration changes based on customer data
— “Perform collection, analysis, and change recommendations of configuration of customer network information”
Emphasize your experience with security devices like firewalls and IPSs in your application materials
— “Basic experience with security devices (Firewalls, IPSs, Mail Security Gateways etc.)”

Pace · Fast PacedCollaboration · MediumAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

provided technical support to customers on security devices
debugged and troubleshooted networking issues

Typical background

Bachelor's or Master’s Degree in Engineering

Skills & requirements

Required

Technical SupportNetwork Configuration AnalysisTroubleshootingNetwork Protocols Knowledge

Preferred

Industry CertificationsSecurity Device Experience

Stack & domain

Technical SupportSecurity DevicesCloud DeploymentsNetwork InformationPacket CaptureNetwork ProtocolsTcp/ipUDPSSHTLSSSLHTTPHttpsProxyVLANRoutingContent Based RoutingURL ModificationOSI ModelWindowsUnixLinuxInternet SecurityFirewallIpssMail Security GatewaysDynamic Routing ProtocolsOSPFBGPAuthentication ProtocolsLDAPSSO2-factor AuthenticationCommunicationProblem-solvingTeamworkCustomer ServicePositive AttitudeFcnsaCCNACCIENetworkingSecurity

About the role

Original posting from Fortinet

Position overview and Job 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.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 modificationOSI modelOperating systems: Windows, Unix or LinuxInternet security: firewall, IPSs, or Mail Security Gateways.
Desired:
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.)Proficient spoken and written EnglishPositive, communicative and customer oriented attitude
Education:
Bachelor's or Master’s Degree in Engineering
Must be authorized to work in the U.S. without sponsorship.
The US base salary range for this full-time position is $68,000-$84,000. Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time, as well as a comprehensive leave program.
Wage ranges are based on various factors, including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.
All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at the time of hire and annually at the Company’s discretion.
Why Join Us:
We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.
Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 890,000+ customers around the globe.

Source: Fortinet careers