Technical Support Engineer

Job Description

As a member of the FortiNAC TAC team, You will help troubleshoot complex network access and security issues, acting as a subject matter expert for FortiNAC deployments across diverse customer environments.

Responsibilities

• Provide technical support to FortiNAC customers via phone, email, and remote sessions, with a strong focus on troubleshooting and root cause analysis.
• Analyze customer configurations, deployment setups, and network designs, including switches, firewalls, and endpoint connectivity.
• Recreate customer-reported issues in lab environments to validate findings and confirm resolutions.
• Recommend configuration changes or upgrades based on technical assessments and best practices.
• Accurately document case progress, set clear expectations, and ensure timely resolution of support tickets.
• Perform live troubleshooting on customer systems, working collaboratively with customer IT staff.
• Identify, reproduce, and document product bugs or usability issues, and escalate to Engineering as needed.
• Participate in the weekend/holiday on-call rotation.
• Create and maintain internal and customer-facing knowledge base articles to share troubleshooting insights and solutions.

Required Skills & Experience

• Strong knowledge of Network Access Control (NAC) concepts, 802.1X, RADIUS, SNMP, and network segmentation.
• Solid understanding of network protocols and infrastructure (TCP/IP, VLANs, DHCP, DNS, routing/switching).
• Familiarity with multi-vendor network environments (FortiGate, Cisco, Aruba, etc.).
• Linux/Unix system administration experience, including CLI-based troubleshooting.
• Working knowledge of Windows systems and AD/LDAP integration.
• Experience with virtualization platforms and cloud-based deployments is a plus.
• Strong diagnostic and problem-solving skills across Layer 2/3 and application-level issues.
• Hands-on experience with FortiNAC or similar NAC products is a plus.
• Scripting or automation experience (e.g., Python, Bash) is a plus.
• Excellent communication and customer service skills.
• Fluency in both spoken and written English.
• Proficiency in Spanish is a strong plus.

Qualifications

• Bachelor's degree in Computer Science, Networking, Cybersecurity, or a related field (or equivalent work experience).
• Minimum 5 years of technical support, network engineering, or security operations experience.

The US base salary range for this full-time position is $87,000 - $107,000. 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.