Sr Technical Support Engineer

We are seeking a highly skilled Senior Technical Support Engineer (ETAC Team) to deliver exceptional technical support and customer service. This is an exciting opportunity to work in a fast-paced environment, expand your expertise in network security, and build strong relationships with customers and internal stakeholders.

Key Responsibilities

• Handle real-time phone and remote support sessions with customers.
• Provide technical support via web and telephone for Fortinet customers.
• Troubleshoot and support Fortinet's security and switching product lines.
• Collect, analyze, and recommend changes for customer configurations.
• Analyze customer network information and packet traces for issue resolution.
• Recommend corrective actions and provide proactive solutions.
• Educate customers on networking and product-related knowledge gaps.
• Review technical documentation, bulletins, and release notes to address known issues.
• Replicate customer environments in lab setups for troubleshooting.
• Manage technical cases through proper escalation, follow-up, and closure.
• Ensure effective communication with customers throughout the case lifecycle.

Requirements

Experience & Technical Skills

• 5–7 years of experience in technical support, preferably in switching networking or network security.
• Strong expertise in switching technologies: VLAN, Inter-VLAN Routing, VTP, EtherChannel, LACP, STP, RSTP, MSTP, DHCP, ARP, Multicast, SPAN, RSPAN, ERSPAN, MC-LAG.
• Solid understanding of TCP/IP and routing protocols (OSPF, BGP) with L2/L3 switches.
• Hands-on experience with security solutions (firewalls, IAM solutions such as ClearPass, Cisco ISE, etc.).
• Proficiency in encryption and authentication standards: SSL, SSH, TLS 1.2/1.3, 802.1x (EAP-PEAP, EAP-TLS, EAP-TTLS), PKI.
• Experience with security technologies: IPSec, IDS/IPS, WIDS.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Working knowledge of Windows, macOS, UNIX, or Linux.
• Prior call center / technical support experience is desirable.

Preferred Skills & Certifications

• Industry certifications such as FCA, FCP Network Security, FCNSA, NSE 1–8, CCNA, CCNP, CWSP.
• Basic experience with NAC, RADIUS, Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPS, Mail Security Gateways, and Wireless solutions.
• Knowledge of authentication protocols and methods (LDAP, SSO, MFA).
• Scripting and automation knowledge (Linux, Perl, SQL, Python).

Soft Skills

• Strong English communication skills (written and verbal).
• Positive, customer-oriented, and collaborative mindset.

Education

• Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field.
• Equivalent training and experience will also be considered.

About Our Team:

Join the TAC team, known for its collaborative ethos, working seamlessly with a variety of specialized groups to ensure a comprehensive and seamless technical support experience. By working with these diverse teams, they ensure a holistic approach to customer service, product quality, and technological innovation, leading to a robust support infrastructure and continuous improvement in technical support services and product offerings.. Our team culture emphasizes collaboration, continuous improvement, customer-centricity, innovation, and accountability. By embedding these values into our ethos and culture, we create a dynamic and supportive environment that drives excellence and innovation while maintaining a strong focus on our customers' needs and satisfaction.

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.