Fortinet
Senior Technical Support Specialist
Sunnyvale, CA +2 · Senior · Full-time · Posted Aug 18, 2026
- Location
- Sunnyvale, CA
Atlanta, GA
Frisco, TX - 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
Troubleshoot and resolve customer issues with Fortinet products, especially FortiGate, while coordinating escalations and working with QA and development to test and improve solutions.
What you'll do
- Analyze customer configurations and system information, recommend corrective actions, and educate customers as needed.
- Reproduce customer environments in a lab to isolate and solve problems and identify potential solutions.
- 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 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, problem-solving, and written and verbal communication 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 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 activities; the team also leverages AI to solve technical challenges.
Model-written summary · the original posting is authoritative