Senior Cybersecurity Support Engineer

Perception Point; Sunnyvale (CA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid holidays

Vacation/sick time

Disability insurance

Leave program

Job summary

Fortinet seeks a Senior Technical Support Specialist to join the TAC team in Atlanta to deliver exceptional customer service and technical help for Fortinet customers and partners.

You will provide troubleshooting, collect and analyze configuration data, and collaborate with QA and development to resolve issues and optimize solutions. Strong networking, security, and communication skills are essential.

Qualifications

• 3+ years in technical support or system administration in a networking/security company or equivalent education.
• Bachelor’s degree in computer science, Software Engineering or related field, or equivalent.
• Deep working knowledge of Windows, OSX, and Unix/Linux.
• Strong understanding of TCP/IP, routing, L2/L3 switching.
• Experience with security products – firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem-solving skills.
• Experience using AI tools to improve day-to-day activities.
• Previous call center experience desirable.
• Knowledge management principles; KCS framework is a plus.
• Ability to work in the office 4 days a week; on-call rotation possible.
• Strong communication skills, 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.

Skills

Technical support

System administration

Networking knowledge

Security concepts

Troubleshooting

AI tools usage

Call center experience

KCS framework

Strong communication

Education

Bachelor's degree in Computer Science / Software Engineering or related field

Tools

Fortinet FortiGate

Firewalls/IDS/IPS

VPN technologies

Windows

UNIX/Linux

Job description

Fortinet seeks a Senior Technical Support Specialist to join the TAC team in Atlanta to deliver exceptional customer service and technical help for Fortinet customers and partners.

You will provide troubleshooting, collect and analyze configuration data, and collaborate with QA and development to resolve issues and optimize solutions. Strong networking, security, and communication skills are essential.