Technical Support Engineer

Fortinet is a leading cybersecurity company that secures a wide range of organizations globally. They are seeking a Technical Support Engineer to troubleshoot complex network access and security issues, provide technical support to customers, and ensure timely resolution of support tickets.

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

Requirements:

• 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
• Strong diagnostic and problem-solving skills across Layer 2/3 and application-level issues
• Excellent communication and customer service skills
• Fluency in both spoken and written English
• 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
• Experience with virtualization platforms and cloud-based deployments is a plus
• Hands-on experience with FortiNAC or similar NAC products is a plus
• Scripting or automation experience (e.g., Python, Bash) is a plus
• Proficiency in Spanish is a strong plus