Technical Support Engineer

Fortinet

Technical Support Engineer providing support for FortiNAC customers via phone and email. Analyzing network configurations and troubleshooting complex network access and security issues.

Posted 4/23/2026full-timeSanta Clara • California • 🇺🇸 United StatesMid-LevelSenior💰 $87,000 - $107,000 per yearWebsite

Tech Stack

Tools & technologies

CloudCyber SecurityDNSFirewallsLinuxPythonSwitchingTCP/IPUnix

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
Experience with virtualization platforms and cloud-based deployments is a plus.
Strong diagnostic and problem-solving skills across Layer 2/3 and application-level issues.
Hands-on experience with FortiNAC or similar NAC products is a plus.
Scripting or automation experience (e.g., Python, Bash) is a plus.
Excellent communication and customer service skills.
Fluency in both spoken and written English.
Proficiency in Spanish is a strong plus.
Bachelor’s degree in Computer Science, Networking, Cybersecurity, or a related field (or equivalent work experience).

Benefits

Comp & perks

medical
dental
vision
life and disability insurance
401(k)
11 paid holidays
vacation time
sick time
comprehensive leave program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Network Access Control (NAC)802.1XRADIUSSNMPTCP/IPVLANsDHCPDNSLinux/UnixScripting

Soft Skills

troubleshootingroot cause analysisproblem-solvingcommunicationcustomer servicecollaborationdocumentationexpectation managementdiagnostic skillsknowledge sharing

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in NetworkingBachelor’s degree in Cybersecurity