Among computer user support specialists, AI is already used for a large share of the tasks. Measured exposure for computer user support specialists: 47% (high).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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About the job

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support Engineer to contribute to the success of our rapidly growing business.

You would act as the Technical Support Engineer for Switching and Wireless Team.

As a Technical Support Engineer, you will:

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

Job Requirements:

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

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

Previous call center experience, preferably supporting data networking products and/or security products is desirable.

Strong English skills both written and verbal.

Must be authorized to work in the U.S. without sponsorship

Educational Requirements:

Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

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 660,000+ customers around the globe.

The US base salary range for this full-time position is $90,000-$110,000. 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 labor 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 time of hire and annually at the Company’s discretion.