Technical Support Engineer

Job description

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 solu...