Fortinet
Senior Technical Support Specialist
Frisco, TX · Senior · Full-time · Posted Aug 11, 2026
- 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.
- Visa sponsorship
- Must be authorized to work in the U.S. without sponsorship.
About the job
Provides technical support and escalates customer issues involving Fortinet products, especially FortiGate, through troubleshooting, testing, and coordination with QA and development.
What you'll do
- Analyze customer configurations and system information, recommend corrective actions, and educate customers as needed.
- Reproduce customer environments, isolate and resolve issues, and consult technical documentation for known problems.
- Manage technical cases, escalations, and customer communications through case closure.
What they ask for
- At least 3 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.
- Strong understanding of TCP/IP, routing protocols, and L2/L3 switching; experience with firewalls, IDS/IPS, VPN, and virus scanning.
- Strong troubleshooting and problem-solving skills; must be authorized to work in the U.S. without sponsorship.
Nice to have
- Bachelor’s degree in computer science, Software Engineering, or related field, or equivalent combination of training and experience is desirable.
- Previous call center experience and KCS® framework experience are desirable or advantageous.
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 effectiveness; the team also leverages AI to solve complex technical challenges.
Model-written summary · the original posting is authoritative