Technical Support Engineer (AMRD675)

Overview Fortinet is looking for a Wireless and Switching Technical Support Engineers (Level1-2) to join our Specialized Team in the Sunnyvale office with the goal of providing exceptional customer service and technical help for our loyal customers. The ideal candidates are not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security. Job Responsibilities 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 caseJob Skills Required Experience in a technical support role in a networking/security company or equivalent education Strong understanding of WiFi 802.11 networks, systems and protocols. 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, 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. Educational Requirements Bachelors degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable #LI-CP1#GD*FTNT*