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; equivalent education is stated as an alternative.
- 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 for Fortinet customers and partners by troubleshooting products, resolving cases, and coordinating with QA and development to improve solutions.
What you'll do
- Troubleshoot Fortinet products, especially FortiGate, and analyze customer configurations and systems to recommend corrective actions.
- Reproduce customer environments in lab equipment to isolate and solve problems, and identify potential solutions or improvements.
- Manage customer communications, escalations, and follow-up 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, 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; strong written and verbal communication skills.
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 is desirable; KCS® framework experience is 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 is sought; the team also leverages AI to solve complex technical challenges.
Model-written summary · the original posting is authoritative