Senior Technical Support Engineer

Position overview and Job Responsibilities:

• Provide technical support to customers on security devices and Cloud deployments.
• Perform collection, analysis, and change recommendations of configuration of customer network information and packet capture.
• Recommend corrective actions based on gathered data and its analysis.
• Run real-time phone or remote access sessions with customers.
• Apply networking knowledge with a focus on L2, L3, L4, and L7.
• Debug and troubleshoot networking issues related to device misconfigurations, network connectivity, and L3 routing.
• Utilize engineering background to recreate customer issues in the lab and work with the engineering team to debug issues and verify workarounds/fixes.

Demonstrate knowledge and/or experience in each of the following:

• Network protocols and technologies: TCP/IP, UDP, SSH, TLS, SSL, HTTP, HTTPS, Proxy, VLAN, Routing, Content based routing, or URL modification
• OSI model
• Operating systems: Windows, Unix or Linux
• Internet security: firewall, IPSs, or Mail Security Gateways.

Desired:

• Having any of industry certificates (FCNSA, CCNA, CCIE)
• Basic experience with security devices (Firewalls, IPSs, Mail Security Gateways etc.)
• Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
• Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication etc.)
• Proficient spoken and written English
• Positive, communicative and customer oriented attitude.

Working Hours and Compensation:

• Working Hours: Monday to Friday, 7:00 AM - 5:00 PM (with occasional on-call duties on weekends)
• Compensation: Competitive salary with overtime compensation

Requirement:

• Ability to work occasional weekends and participate in on-call rotations.
• Experience with rostered working hours and compensation for overtime work.
• Ability to work in a hybrid work environment (onsite and remote as required).

Education:

Bachelor's or Master's Degree in Engineering.

The US base salary range for this full-time position is $80,000-$110,000. Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program.

Wage ranges are based on various factors including the labor market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

All roles are eligible to participate in the Fortinet equity program, Bonus eligibility is reviewed at time of hire and annually at the Company's discretion.

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