Technical Support Engineer

Job DescriptionJob Summary 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 5-8 years of technical support, network engineering, or security operations experience. The US base salary range for this full-time position is $86,900-$106,300. 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. Why Join Us: We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe. About Us Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses. We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at accommodations@fortinet.com. Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.