Fortinet
Senior Technical Support Specialist
Frisco, TX +1 · Senior · Full-time · Posted Aug 18, 2026
- Location
- Frisco, TX
Sunnyvale, CA - Experience
- Minimum 3 plus years; technical support or system administration in a networking/security company, or equivalent education.
- Education
- Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
About the job
Provides technical support and escalation management for Fortinet customers and partners by troubleshooting products, especially FortiGate, and working with QA and development to resolve and improve solutions.
What you'll do
- Troubleshoot Fortinet products, analyze customer configurations and systems, and recommend corrective actions.
- Reproduce customer environments in a lab to isolate and solve issues, and consult technical documentation for known problems.
- Manage customer communications, escalations, and cases through closure, including customer management meetings and education.
What they ask for
- Minimum 3 plus years of experience in technical support or system administration in a networking/security company, or equivalent education.
- Deep working knowledge of Windows, OSX, Unix/Linux.
- Strong understanding of TCP/IP, routing protocols, and L2/L3 switching; experience with security products such as firewalls, IDS/IPS, VPN, and virus scanning.
- Strong troubleshooting and problem-solving skills; ability to work in the office 3-5 days a week.
Nice to have
- Bachelor’s degree in computer science, Software Engineering, or related field, or an equivalent combination of training and experience is desirable.
- Previous call center experience and KCS® framework experience are desirable; past experience using AI tools is also requested.
Tools
FortiGate, Windows, OSX, Unix/Linux, TCP/IP, L2/L3 switching, IDS/IPS, VPN
AI focus
Past experience using AI tools to improve day-to-day activities is requested; the team also leverages AI to solve technical challenges.
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