Senior Technical Support Engineer

Fortinet

Technical Support Engineer delivering customer support for security devices and Cloud solutions. Recreating issues and collaborating with engineering teams for troubleshooting and solutions.

Posted 5/8/2026full-timeSanta Clara • California • 🇺🇸 United StatesSenior💰 $87,000 - $107,000 per yearWebsite

Tech Stack

Tools & technologies

CloudFirewallsLinuxTCP/IPUnix

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor's or Master’s Degree in Engineering
US Citizenship is required.
Demonstrate knowledge and/or experience in network protocols and technologies (TCP/IP, UDP, SSH, TLS, SSL, HTTP, HTTPS, Proxy, VLAN, Routing, Content based routing, or URL modification)
OSI model
Operating systems: Windows, Unix or Linux
Internet security: firewall, IPSs, or Mail Security Gateways.
Having any of industry certificates (FCNSA, CCNA, CCIE)
Basic experience with security devices (Firewalls, IPSs, Mail Security Gateways etc.)
Knowledge of dynamic routing protocols (OSPF, BGP)
Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication etc.)
Proficient spoken and written English
Positive, communicative and customer oriented attitude

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 protocolsTCP/IPUDPSSHTLSSSLHTTPHTTPSVLANrouting

Soft Skills

communicativecustomer orientedpositive attitude

Certifications

FCNSACCNACCIE