About Fortinet

Fortinet is the pioneer and world's leading provider of Unified Threat Management (UTM) security systems that enable secure business communications and deliver the best security, performance and total cost of ownership available. Our award-winning security systems and subscription services protect the networks of more than 20,000 customers worldwide - including telecommunications carriers, service providers and enterprises of all sizes.

Fortinet was founded in 2000 by Ken Xie, the visionary founder and former president and CEO of NetScreen (later sold to Juniper for more than $3.5 billion) and is led by a strong and seasoned management team with deep experience in the networking and security arenas. Fortinet's position as the leading privately-held network security company has been validated by more than $100 million in funding from the industry's leading venture capital firms.

The company is headquartered in Sunnyvale, California, with customer support, development and sales facilities throughout North America, Europe and Asia. Fortinet sells its system and subscription service products through a network of channel partners worldwide.


Technical Support Engineer III Herndon, VA/Sunnyvale, CA

In this very technical and highly visible role, you will be the primary technical contact delivering technical support for US Federal customers.  In addition to, you will also be responsible to:

 

* Maintain Fortinet Lab and assist TAM/US Federal support team with their lab needs

* Collect, analyze and change recommendations of configuration information

* Collect and analyze customer network information

* Collect and analyze packet trace information

* Recommend actions based on analysis

* Customer education (gaps in networking, product knowledge etc…)

* Installation and configuration assistance

* Reproduction of customer environments on lab equipment

* Follow up technical cases and manage the right expectation until the closure of the cases

* Work closely and provide direct technical email and phone support to our FCNSP certified partners in the America’s Region (Canada, US, Central and South America)

* Develop best practice deployment and troubleshooting methodology documentation.

* Analyze support requests, complete requests for information and documentation

* Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results.

Job Experience Required:

A Bachelor's degree or equivalent is preferred with at least 8-10 years relevant professional experience preferably in the Network industry.  Must possess strong network security and routing experiences, exceptional customer service orientation and strong communication MS Word, PowerPoint and Excel skills.  Prefer candidates with CCNA, CCNP, CCIE and/or CISSP certifications.  Also prefer candidates with scripting and Windows server app experience.