Technical Support Engineer
Company: Fortinet
Location: Plano
Posted on: February 25, 2021
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Job Description:
Fortinet is growing and we are expanding our technical support
teams, we are looking for a passionate senior Technical Support
Engineer to deliver technical support excellence to our US Federal
Customers as well as other high profile customers within the
Americas region. We require candidates with the ability to identify
and resolve problems promptly; to gather and analyze information
and to skillfully develop alternative solutions for customers.
*Candidates must be a citizen of the United States.Job
Responsibilities:Provide direct technical web and telephone support
to Fortinet customers including:-- Advanced troubleshooting on the
full 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 caseJob
Skills Required:-- 4-6 years experience in a technical support role
in a networking/security company or equivalent education-- Strong
understanding of TCP/IP, routing protocols, L2/L3 switches--
Experience with security products firewalls, IPSec, IDS/IPS, Anti
Spam, virus scanning-- Strong troubleshooting and problem-solving
skills-- Extensive working knowledge of Windows, 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.-- Previous
experience/certification on Fortinet products is an
advantagePractical Hands-on knowledge of:-- Unix / Gnu-Linux
(administrative level)-- Windows (administrative level)--
Checkpoint FW-- Load Balancers (F5 Big IP)-- Various Routers /
Switches (Cisco CatOs, Cisco IOS, JunOS, PanOS, Riverbed, etc.)--
Vulnerability scanners (nessus, FireSIGHT, Qualys, etc)-- SQL
(MSSql, MySql, postgresql, Oracle, etc.)-- Exchange-- Cloud
Applications (AWS, Box, Google Apps, Office 365, Okta, Salesforce,
etc)Educational Requirements:* Bachelor's degree in Computer
Science, Software Engineering or related field, or an equivalent
combination of training and experience is desirable
Keywords: Fortinet, Plano , Technical Support Engineer, IT / Software / Systems , Plano, Texas
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