Cybersecurity Support Engineer — Senior, Hybrid Role

Fortinet Inc.; Frisco (TX); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan

Paid time off

Job summary

Fortinet Inc. in Atlanta seeks a Senior Technical Support Specialist to join the TAC team. You will provide advanced troubleshooting for Fortinet core products, with emphasis on FortiGate, and guide customers and partners to prompt resolutions.

The role requires 3+ years in technical support or systems administration in networking/security, a CS-related degree, and strong knowledge of Windows, macOS and Unix/Linux, TCP/IP, and security products. Office 3–5 days a week.

Qualifications

• 3+ years in technical support or system administration in a networking/security company
• Bachelor’s degree in computer science, software engineering or related field, or equivalent combination of training and experience
• Deep working knowledge of 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
• Familiarity with AI tools to assist daily tasks
• Past call center experience supporting data networking or security products
• Knowledge management principles; KCS experience is a plus
• Office 3-5 days per week; potential on-call rotation

Responsibilities

• Provide troubleshooting on Fortinet core products, especially FortiGate.
• Collect, analyze configuration information and suggest changes.
• Analyze customer system information and recommend actions.
• Escalate and manage cases through closure.
• Educate customers on networking and Fortinet products as needed.
• Consult technical docs, bulletins and release notes for known problems.
• Replicate customer environments in a lab to isolate and solve issues.
• Coordinate with QA and development for solutions.
• Communicate with customers and manage expectations through case closure.

Skills

Tech support

System admin

Networking

Security products

TCP/IP

Troubleshooting

AI tools

Call center

KCS basics

Education

Bachelor's degree in CS or related field

Tools

Windows

macOS

Unix/Linux

Fortinet products

Firewall/VPN/IDS/IPS

Job description

Fortinet Inc. in Atlanta seeks a Senior Technical Support Specialist to join the TAC team. You will provide advanced troubleshooting for Fortinet core products, with emphasis on FortiGate, and guide customers and partners to prompt resolutions.

The role requires 3+ years in technical support or systems administration in networking/security, a CS-related degree, and strong knowledge of Windows, macOS and Unix/Linux, TCP/IP, and security products. Office 3–5 days a week.