Senior Technical Support Specialist

Fortinet

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Hybrid

Quick summary

Work type: Hybrid
Location: Frisco, TX
Employment: Full-time
Posted: 51 days ago
Freshness: Confirmed live today
Nearby: 99+ roles within 25 mi

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Salary context

How this pay compares to similar roles

Similar $146k

$97k most similar roles pay here $193k

This listing doesn't post a salary. Most similar roles pay $117,000–$175,125.

Based on 240 similar postings.

Employer

About Fortinet

Fortinet is a US-based cybersecurity company best known for its FortiGate next-generation firewalls. It sells a broad security platform spanning network security, SD-WAN, endpoint protection, cloud security, and SIEM/SOC operations.

Fortinet currently has 57 open roles on FindRole.

Listed pay typically runs $150,000–$210,000 across 43 roles with salary data.

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At a glance

TL;DR · Senior Technical Support Specialist

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The Senior Technical Support Specialist joins the TAC team as a critical support and escalation point for customers and partners. This role focuses on providing technical help and expertise regarding core products like FortiGate while collaborating with QA and development teams to identify solutions, optimizations, and improvements through replication and testing. Day-to-day responsibilities include analyzing configuration information, recommending corrective actions, providing customer education, and managing the full lifecycle of technical cases until closure. The ideal candidate possesses deep knowledge of Windows, OSX, and Unix/Linux operating systems, along with a strong understanding of TCP/IP, routing protocols, L2/L3 switching, and security products such as firewalls, IDS/IPS, VPN, and virus scanning. Additionally, the role requires proficiency in using AI tools to enhance daily activities and knowledge of KCS framework principles within the cybersecurity domain.

Skills

FortiGate TCP/IP Routing Protocols L2/L3 Switching Firewalls IDS/IPS VPN Windows OSX Unix Linux AI Tools KCS® framework Cybersecurity

What you'll do

Provide troubleshooting expertise for core Fortinet products, specifically FortiGate systems.
Analyze configuration information and customer system data to recommend corrective actions.
Reproduce customer environments on lab equipment to isolate issues and identify new solutions.
Interface with QA and development teams to solve problems and suggest product improvements.
Manage the full lifecycle of technical cases including escalation, communication, and resolution.
Provide education to customers regarding networking gaps and specific product knowledge.

What we're looking for

Experience in technical support or system administration for networking/security companies or equivalent education.
Deep working knowledge of Windows, OSX, and Unix/Linux operating systems.
Strong understanding of TCP/IP, routing protocols, and L2/L3 switching.
Experience with security products including firewalls, IDS/IPS, VPN, and virus scanning.
Bachelor’s degree in computer science, Software Engineering, or a related field (preferred).
Previous call center experience supporting data networking or security products (preferred).
Knowledge of KCS framework and other knowledge management principles (preferred).

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