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# Senior Technical Support Specialist

- **Company:** Fortinet Inc.
- **Location:** Frisco, TX, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Antivirus Softwares, Computer Networks, Intrusion Detection Systems, Virtual Private Networks (VPN), Knowledge Management, Routing, Software Engineering, TCP/IP, In-Plane Switching (IPS), Firewalls (Computer Science), Information Technology, Fortinet
- **Published:** October 15, 2026
- **Apply:** https://www.dice.com/job-detail/a84ec144-5bce-499e-9f02-263c0a6ada4a

## About the Role

* Candidate with a minimum 3 plus years of experience in a technical support or system administration role in a networking/security company or equivalent education
 * Bachelor's degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
 * Deep working knowledge of operating systems -- Windows, OSX, Unix/Linux
 * Strong understanding of TCP/IP, routing protocols, L2/L3 switching.
 * Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
 * Strong troubleshooting and problem-solving skills
 * Past experience using AI tools to help the effectiveness of day-to-day activities
 * Previous call center experience, preferably supporting data networking products and/or security products is desirable.
 * A working understanding of knowledge management principles in daily workflow; KCS framework experience is an added advantage
 * Ability to work in the office 4 days a week.
 * Possibility of an on Call rotation
 * Strong communication skills, both written and verbal

Must be authorized to work in the U.S. without sponsorship.

## Description

* Provide troubleshooting expertise on the core Fortinet products - especially FortiGate
 * Collection, analysis and change recommendations of configuration information
 * Collection and analysis of customer system 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; work to isolate and solve problems; recommend potential new solutions.
 * 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; conduct and lead customer management meetings regarding escalation, 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.