Senior Technical Support Specialist

Fortinet

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Hybrid

Quick summary

Work type: Hybrid
Location: Frisco, TXSunnyvale, CA
Employment: Full-time
Posted: 44 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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As a Senior Technical Support Specialist, you will join the Fortinet TAC team to serve as a primary support and escalation point for customers and partners. You will provide troubleshooting expertise on core products, specifically FortiGate, by analyzing configuration information and system data to recommend corrective actions. Your daily responsibilities include reproducing customer environments on lab equipment to isolate issues, collaborating with QA and development teams to identify optimizations, and managing the full lifecycle of technical cases through proactive communication. The role requires 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 like firewalls, IDS/IPS, VPN, and virus scanning. You will also utilize AI tools to enhance your workflow while following KCS knowledge management principles.

Skills

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

What you'll do

Provide troubleshooting expertise on core Fortinet products, specifically FortiGate.
Collect and analyze customer configuration and system information to recommend corrective actions.
Educate customers on networking concepts and product knowledge where gaps exist.
Consult technical documentation, bulletins, and release notes to identify known issues.
Replicate customer environments in a lab to isolate problems and test new solutions.
Manage the full lifecycle of technical cases from initial escalation through final closure.
Lead customer management meetings to manage expectations during complex escalations.

What we're looking for

Experience in technical support or system administration in a networking/security company 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.
Strong troubleshooting, problem-solving, and communication skills in both written and verbal formats.
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 or other knowledge management principles (preferred).

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