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Fortinet

Senior Technical Support Engineer

Fortinet
Sunnyvale, CA $68k - $84k/yr Full time Posted 8d ago
Senior Customer Support Firewall Information Technology (IT) IT Services Network Security Network Support Packet Capture Phone Support Remote Support Routing Technical Support Windows
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Job Description

Join Fortinet as a Senior Technical Support Engineer in Sunnyvale, CA (onsite), supporting security devices and Cloud deployments through hands-on troubleshooting and collaboration.

Responsibilities

  • Deliver technical support to customers for security devices and Cloud deployments
  • Collect, analyze, and provide recommendations for changes to customer network configuration and packet captures
  • Recommend corrective actions based on gathered data and analysis results
  • Run real-time customer support sessions via phone or remote access
  • Apply networking knowledge across L2, L3, L4, and L7
  • Debug and troubleshoot networking issues related to device misconfiguration, network connectivity, and L3 routing
  • Recreate customer issues in the lab using an engineering mindset and collaborate with engineering to debug and validate workarounds and fixes
  • Demonstrate knowledge of network protocols and technologies: TCP/IP, UDP, SSH, TLS, SSL, HTTP, HTTPS, Proxy, VLAN, Routing, content-based routing, or URL modification
  • Demonstrate knowledge of the OSI model
  • Demonstrate experience with operating systems: Windows, Unix, or Linux
  • Demonstrate knowledge of internet security: firewall, IPSs, or Mail Security Gateways

Requirements

  • Hold at least one industry certificate: FCNSA, CCNA, or CCIE
  • Basic experience with security devices such as Firewalls, IPSs, and Mail Security Gateways
  • Knowledge of dynamic routing protocols and implementation: OSPF and BGP
  • Knowledge of authentication protocols and methods: LDAP, SSO, and 2-factor authentication
  • Proficient spoken and written English
  • Positive, communicative, and customer-oriented attitude

Technologies

  • TCP/IP, UDP, SSH, TLS, SSL, HTTP, HTTPS
  • Proxy, VLAN
  • Routing, content based routing, URL modification
  • OSI model
  • Windows, Unix, Linux
  • Firewall, IPSs, Mail Security Gateways
  • OSPF, BGP
  • LDAP, SSO, 2-factor authentication

Benefits

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

Location: Sunnyvale, CA (onsite)

Salary: USD 68,000 - 84,000 per year

Education: Bachelor’s or Master’s Degree in Engineering

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