Senior Cybersecurity Support Engineer

Fortinet; Frisco (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

11 paid holidays

Vacation time

Sick time

Equity program

Job summary

Fortinet is seeking a Senior Technical Support Specialist to join the TAC team in Atlanta. You will provide expert troubleshooting for Fortinet core products, manage customer cases, and escalate when needed. The role emphasizes hands-on lab replication, knowledge sharing, and close collaboration with global teams.

You should have 3+ years in technical support or systems administration in networking/security, plus a CS/SE degree or equivalent. Office presence 3–5 days per week is expected.

Qualifications

• 3+ years in technical support or sys admin in networking/security.
• Bachelor's degree in CS/SE or related field or equivalent.
• Strong knowledge of Windows, macOS and Unix/Linux.
• Solid TCP/IP, routing and L2/L3 switching understanding.
• Experience with security products: firewalls, IDS/IPS, VPN, virus scanning.
• Excellent troubleshooting and problem solving.
• Experience using AI tools to improve daily tasks.
• Call center experience in data networking/security is a plus.
• KCS framework knowledge is advantageous.
• Willingness to work in office 3–5 days/week and possible on-call.

Responsibilities

• Provide troubleshooting on Fortinet core products, especially FortiGate.
• Analyze configurations and recommend changes.
• Collect and analyze customer system information.
• Suggest corrective actions based on analysis.
• Educate customers on networking and Fortinet products.
• Consult technical docs, bulletins and release notes.
• Reproduce customer environments in lab and isolate issues.
• Escalate and manage cases to closure with customers.
• Communicate with customers and lead escalation meetings.

Skills

3+ years experience

Bachelor's degree

Windows

macOS

Unix/Linux

TCP/IP

L2/L3 switching

Firewalls

IDS/IPS

VPN

Virus scanning

Troubleshooting

AI tools

Call center

KCS framework

Office presence

On-call

Communication

Education

Bachelor's degree in CS/SE or related field

Equivalent training/experience

Tools

AI tools

Job description

Fortinet is seeking a Senior Technical Support Specialist to join the TAC team in Atlanta. You will provide expert troubleshooting for Fortinet core products, manage customer cases, and escalate when needed. The role emphasizes hands-on lab replication, knowledge sharing, and close collaboration with global teams.

You should have 3+ years in technical support or systems administration in networking/security, plus a CS/SE degree or equivalent. Office presence 3–5 days per week is expected.