Senior Cybersecurity Support Engineer

Fortinet

Atlanta (GA)

Hybrid

USD 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

11 paid holidays

Vacation time

Sick time

Comprehensive leave program

Job summary

Fortinet invites skilled professionals to join its Atlanta TAC team as Senior Technical Support Specialist. The role focuses on delivering expert troubleshooting and escalation support for Fortinet customers and partners, interfacing with QA and development to identify solutions and improvements.

The position emphasizes hands-on expertise with Fortinet products, strong networking knowledge, and customer-focused communication.

Qualifications

3+ 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

Responsibilities

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