Fortinet
Senior Technical Support Specialist
Frisco, TX +1 · Senior · Full-time · Posted Oct 28, 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, troubleshooting product issues and working with QA and development to reproduce and resolve problems.
What you'll do
- Troubleshoot Fortinet products, especially FortiGate, and analyze customer configurations and system information to recommend corrective actions.
- Reproduce customer environments in a lab to isolate and solve problems, and identify potential solutions and improvements.
- Manage technical cases, escalations, customer communications, and expectations through case closure; educate customers as needed.
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, and Unix/Linux operating systems.
- 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 4 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 or an added advantage.
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; the team also leverages AI to solve technical challenges.
Model-written summary · the original posting is authoritative