Senior Cybersecurity Support Specialist

Fortinet, Inc.

Atlanta (GA)

On-site

USD 70,000 - 95,000

Full time

9 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) plan

Paid holidays & leave

Job summary

Fortinet in Atlanta is seeking a Senior Technical Support Specialist to provide expert troubleshooting and escalation for Fortinet customers and partners. You will interface with QA and development to solve problems, replicate environments in lab settings, and drive improvements through analysis and testing.

You will join a team focused on exceptional customer service, continuous learning, and leveraging Fortinet technologies to protect networks.

Qualifications

3+ years in technical support or system administration in networking/security.
Bachelor’s degree in CS or related field, or an equivalent combination of training and experience.
Deep working knowledge of Windows, OSX, Unix/Linux.
Strong troubleshooting and problem-solving skills.
Experience using AI tools to improve day-to-day activities.
Must be authorized to work in the U.S. without sponsorship.

Responsibilities

Provide troubleshooting on Fortinet products, especially FortiGate.
Collect, analyze and change recommendations of configuration information.
Collect and analyze customer system information.
Recommend corrective actions based on analysis.
Provide customer education where needed due to gaps in networking or product knowledge.
Consultation of technical docs, bulletins and release notes for known problems.
Reproduce customer environments in lab equipment to isolate problems and propose solutions.
Follow up on technical cases including proper escalation and closure.
Manage customer communications and expectations until case closure; lead escalation meetings.