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 experience, 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 system information, and recommend corrective actions.
- Reproduce customer environments in lab equipment to isolate and solve problems, and identify potential solutions.
- Manage technical cases, escalations, customer communications, and expectations through case closure.
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.
- Strong understanding of TCP/IP, routing protocols, and L2/L3 switching; experience with security products such as firewalls, IDS/IPS, VPN, or virus scanning.
- Strong troubleshooting and problem-solving skills; past experience using AI tools to improve day-to-day activities.
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