The Role
Provide advanced technical support and escalations for Fortinet endpoint solutions (EMS/EDR). Troubleshoot OS and network-level issues, reproduce customer environments, recommend corrective actions, produce knowledge-base content, and develop team training while evolving into an endpoint security subject-matter expert.
Summary Generated by Built In
As a Staff Technical Support Specialist, you will be involved in:
- Troubleshooting Fortinet’s Endpoint Solutions EMS/EDR.
- Act as an escalation point for high profile cases and customers including proper management of the case until case closure.
- Collection, analysis and change recommendations of configuration information.
- Recommend corrective actions based on analysis.
- Provide Customer education where needed due to gaps in networking, product knowledge etc.
- Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer.
- 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.
- Remain up to date on security trends, especially surrounding the endpoint market, evolving zero-day attacks and TTP’s.
- Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.
- Contribute in publishing knowledge-based articles.
- Development, deliver and maintain team training materials.
We are looking for:
- Experience in a technical support or system administration role in a networking/security company or equivalent education.
- Deep working knowledge of operating systems -- Windows, macOS and Linux.
- Understanding how to collect OS level data within kernel and user space, and how to leverage this data to pinpoint problems.
- Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches.
- Knowledge of TLS and public key infrastructure.
- Authentication protocols including SAML and Kerberos.
- Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
- Understanding of security models and security frameworks such as MITRE ATT&CK and ISO 27001.
- Strong troubleshooting and problem-solving skills
- Previous call center experience, preferably supporting data networking products and/or security products is desirable.
Strong communication skills, both written and verbal.
Bonus Points:
- Experience working with Kali Linux, MetaSploit or other offensive security tools.
- Understanding of memory stack analysis through WinDBG.
- Experience working with advanced operating system debug tools such as Procmon, System Informer LogMan, strace and other advanced Unix and Windows troubleshooting tools.
- Certified with one or more of the following: FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.
Skills Required
- Experience in a technical support or system administration role in a networking/security company or equivalent education
- Deep working knowledge of operating systems: Windows, macOS and Linux
- Understanding how to collect OS level data within kernel and user space and leverage it to pinpoint problems
- Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches
- Knowledge of TLS and public key infrastructure (PKI)
- Familiarity with authentication protocols including SAML and Kerberos
- Experience with security products: firewalls, IDS/IPS, VPN, virus scanning
- Understanding of security models and frameworks such as MITRE ATT&CK and ISO 27001
- Strong troubleshooting and problem-solving skills
- Strong written and verbal communication skills
- Previous call center experience supporting data networking and/or security products
- Experience working with Kali Linux, Metasploit or other offensive security tools
- Understanding of memory stack analysis through WinDBG
- Experience with advanced OS debug tools such as Procmon, System Informer, LogMan, strace
- Certifications such as FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP
Fortinet Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fortinet and has not been reviewed or approved by Fortinet.
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Affordable Benefits — Medical coverage includes a no-premium HDHP option with HSA funding alongside PPO/HMO choices, reducing employee costs at enrollment. Eligibility starts on the date of hire and includes company-paid life and disability coverage.
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Wellbeing & Lifestyle Benefits — Mental-health access through Modern Health and an EAP offers therapy, coaching, and counseling resources. Lifestyle extras such as legal assistance, commuter benefits, pet-insurance discounts, and subsidized meals and snacks enhance everyday support.
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Strong & Reliable Incentives — Compensation packages include annual bonuses, sales commissions, and stock awards. Earnings potential can be strong in sales when quotas are realistic and attainment is high.
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The Company
What We Do
Fortinet develops and sells cybersecurity solutions.
