Technical Support Engineer
Sunnyvale, CA · On-site
They are seeking a Technical Support Engineer to provide direct technical support to customers, focusing on troubleshooting and recommendations for Fortinet's wireless and switching products.
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Technical Support Engineer
Sunnyvale, CA · On-site
They are seeking a Technical Support Engineer to provide direct technical support to customers, focusing on troubleshooting and recommendations for Fortinet's wireless and switching products.
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Job description
Job Summary:
Fortinet is a cybersecurity pioneer with over two decades of excellence, dedicated to safeguarding people, devices, and data. They are seeking a Technical Support Engineer to provide direct technical support to customers, focusing on troubleshooting and recommendations for Fortinet's wireless and switching products.
Responsibilities:
• Provide direct technical web and telephone support to Fortinet customers including:
• Support and troubleshooting on the wireless and switching range of Fortinet products
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and initial analysis of packet trace information
• Recommend corrective actions based on analysis
• Provide customer education where needed due to gaps in networking, product knowledge etc
• Consultation of technical documentation, bulletins and release notes for known problems
• Reproduction of customer environments on lab equipment
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case
Qualifications:
Required:
• Experience in a technical support role in a networking/security company or equivalent education
• Strong understanding of WiFi 802.11 networks, 4G LTE experience
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Experience with security products firewalls, IPSec, IDS/IPS, WIDS
• Strong troubleshooting and problem solving skills
• Extensive working knowledge of Windows, MACOs, UNIX or Linux
• Strong English skills both written and verbal
• Must be authorized to work in the U.S. without sponsorship
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
Preferred:
• Previous call center experience, preferably supporting data networking products and/or security products is desirable
Company:
Fortinet is a provider of network security appliances that include firewalls, security gateways, and complementary products. It is a sub-organization of Fortinet Federal. Founded in 2000, the company is headquartered in Sunnyvale, USA, with a team of 10001+ employees. The company is currently Late Stage.
Fortinet is a cybersecurity pioneer with over two decades of excellence, dedicated to safeguarding people, devices, and data. They are seeking a Technical Support Engineer to provide direct technical support to customers, focusing on troubleshooting and recommendations for Fortinet's wireless and switching products.
Responsibilities:
• Provide direct technical web and telephone support to Fortinet customers including:
• Support and troubleshooting on the wireless and switching range of Fortinet products
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and initial analysis of packet trace information
• Recommend corrective actions based on analysis
• Provide customer education where needed due to gaps in networking, product knowledge etc
• Consultation of technical documentation, bulletins and release notes for known problems
• Reproduction of customer environments on lab equipment
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case
Qualifications:
Required:
• Experience in a technical support role in a networking/security company or equivalent education
• Strong understanding of WiFi 802.11 networks, 4G LTE experience
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Experience with security products firewalls, IPSec, IDS/IPS, WIDS
• Strong troubleshooting and problem solving skills
• Extensive working knowledge of Windows, MACOs, UNIX or Linux
• Strong English skills both written and verbal
• Must be authorized to work in the U.S. without sponsorship
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
Preferred:
• Previous call center experience, preferably supporting data networking products and/or security products is desirable
Company:
Fortinet is a provider of network security appliances that include firewalls, security gateways, and complementary products. It is a sub-organization of Fortinet Federal. Founded in 2000, the company is headquartered in Sunnyvale, USA, with a team of 10001+ employees. The company is currently Late Stage.
About Fortinet
Sourced by ZipRecruiter
Industry
Network security
Company size
10,000+ Employees
Headquarters location
Sunnyvale, CA, US
Year founded
2000