Network Support Engineer

Fortinet Inc.; Atlanta (GA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life and disability insurance

401(k)

11 paid holidays

Vacation time

Sick time

Comprehensive leave program

Job summary

Fortinet is expanding its TAC team in Atlanta and seeking a Senior Technical Support Specialist to provide expert troubleshooting and escalation support for Fortinet customers and partners. You will interface with QA and development to identify solutions, reproduce issues in a lab, and drive case closure while maintaining high customer satisfaction.

The role requires 3+ years in technical support or system administration in networking/security, strong TCP/IP knowledge, and hands-on experience

Qualifications

• 3+ years of experience in technical support or system administration in networking/security
• Bachelor's degree in CS/SE or related field (or equivalent)
• Strong knowledge of Windows, OSX, Unix/Linux and networking concepts
• Experience with Fortinet products or security devices is a plus
• Excellent troubleshooting, problem-solving, and communication skills
• Experience using AI tools to assist daily tasks
• Call center experience in networking/security is desirable
• Knowledge management and KCS framework is a plus

Responsibilities

• Provide troubleshooting for Fortinet core products, especially FortiGate
• Analyze configuration data and recommend changes
• Collect and analyze customer system information
• Suggest corrective actions based on analysis
• Educate customers on product usage and networks
• Consult technical docs and release notes for known issues
• Replicate customer environments in lab to reproduce problems
• Escalate and manage cases to closure
• Maintain clear customer communications and expectations

Skills

Technical support

Networking

TCP/IP

Windows

Linux/Unix

Problem solving

AI tools usage

Call center

Communication

Education

Bachelor's degree in CS/SE or related field

Tools

Fortinet devices

Lab equipment

Troubleshooting tools

Job description

Fortinet a cybersecurity pioneer with over two decades of excellence. Our mission is to safeguard people, devices, and data everywhere. As we continue to shape the future of cybersecurity, Fortinet recently announced the opening of our latest global Innovation Hub in Atlanta, Georgia, where our expansion will include a team of Technical Support Specialists. We are seeking to fill the Support Specialist role, a support and escalation point for Fortinet customers and partners with the goal of enhancing our global Customer Success and Support function, providing exceptional customer service and technical help for our loyal customers and to contribute to the success of our rapidly growing business. In addition to being able to provide firsthand expertise in the day to day use of Fortinet technology, this role will also interface with QA and development to solve customer problems and identify solutions, optimizations and improvements through replication and testing.

As a Senior Technical Support Specialist, you will:

• Provide troubleshooting expertise on the core Fortinet products - especially FortiGate
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer system information
• Recommend corrective actions based on analysis
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• 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.
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation

We Are Looking For

• Candidate with a minimum 3 plus years of experience in a technical support or system administration role in a networking/security company or equivalent education
• Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• Deep working knowledge of operating systems -- 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
• Past experience using AI tools to help the effectiveness of day-to-day activities
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• A working understanding of knowledge management principles in daily workflow; KCS® framework experience is an added advantage
• Ability to work in the office 3-5 days a week
• Possibility of an on-Call rotation
• Strong communication skills, both written and verbal

Fortinet offers employees a variety of benefits, including:

• medical
• dental
• vision
• life and disability insurance
• 401(k)
• 11 paid holidays
• vacation time
• sick time
• comprehensive leave program

Wage ranges are based on various factors including the labor market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

All roles are eligible to participate in the Fortinet equity program, Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.

About Our Team:

Join the Fortinet TAC team in Atlanta, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet’s core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.