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    Technical Support Engineer - Sunnyvale, United States - Fortinet

    Fortinet
    Fortinet Sunnyvale, United States

    2 weeks ago

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    Description
    Technical Support Engineer

    "Job Details"

    Sunnyvale, CA, United States

    and

    2

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    Job Identification
    15541
    Job Category
    Technical Support
    Locations
    Sunnyvale, CA, United States
    Posting Date

    02/20/2024, 07:15 PM

    Degree Level
    Bachelor's Degree
    Job Schedule
    Full time
    Job Description

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.
    Job Responsibilities
    Provide direct technical web and telephone support to Fortinet customers including:
    Support and troubleshooting on the wireless and switching range of Fortinet products
    Collection, analysis and change recommendations of configuration information
    Collection and analysis of customer network information
    Collection and initial analysis of packet trace information
    Recommend corrective actions based on analysis
    Provide customer education where needed due to gaps in networking, product knowledge etc
    Consultation of technical documentation, bulletins and release notes for known problems
    Reproduction of customer environments on lab equipment
    Follow up on technical cases including proper escalation and management of the case until case closure.
    Manage customer communications and expectations until the closure of each case
    Job Skills Required
    Experience in a technical support role in a networking/security company or equivalent education
    Strong understanding of WiFi networks, 4G LTE experience.
    Strong understanding of TCP/IP, routing protocols, L2/L3 switches
    Experience with security products firewalls, IPSec, IDS/IPS, WIDS
    Strong troubleshooting and problem solving skills
    Extensive working knowledge of Windows, MACOs,UNIX or Linux
    Previous call center experience, preferably supporting data networking products and/or security products is desirable.
    Strong English skills both written and verbal.
    Educational Requirements
    Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
    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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