Senior Cybersecurity Support Specialist

Fortinet; Atlanta (GA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and disability insurance

401(k)

Paid holidays

Job summary

Fortinet seeks a Senior Technical Support Specialist in Atlanta to serve as a technical escalation point for customers and partners, providing expert Fortinet product support and guidance. You will troubleshoot FortiGate and core Fortinet technologies, analyze configurations, and help optimize customer deployments.

This role requires 3+ years in technical support or sysadmin, a Bachelor's in CS/related field, strong OS and TCP/IP knowledge, and capability to work on-site four days a week with

Qualifications

• 3+ years in technical support or system administration in networking/security
• Bachelor's degree in computer science, software engineering or related field or equivalent experience
• Strong working knowledge of Windows, macOS and Unix/Linux
• Deep understanding of TCP/IP and routing/L2/L3 switching
• Experience with security products (firewalls, IDS/IPS, VPN) and problem solving
• Ability to work in an office four days a week and possibly on-call rotation
• Strong written and verbal communication skills

Responsibilities

• Provide troubleshooting expertise on Fortinet core products, especially FortiGate
• Collect, analyze, and recommend changes to configuration information
• Analyze customer system information to reproduce issues in lab environments
• Recommend corrective actions based on analysis and testing
• Educate customers where networking/product knowledge gaps exist
• Consult on technical documentation, bulletins and release notes
• Reproduce customer environments on lab equipment to isolate and solve problems
• Manage customer communications and escalation until case closure
• Lead customer management meetings regarding escalation and expectations

Skills

Troubleshooting

Network security knowledge

Communication skills

Call center experience

AI tools experience

Knowledge management (KCS)

Education

Bachelor's degree in Computer Science or Software Engineering

Tools

AI tools

Job description

Fortinet seeks a Senior Technical Support Specialist in Atlanta to serve as a technical escalation point for customers and partners, providing expert Fortinet product support and guidance. You will troubleshoot FortiGate and core Fortinet technologies, analyze configurations, and help optimize customer deployments.

This role requires 3+ years in technical support or sysadmin, a Bachelor's in CS/related field, strong OS and TCP/IP knowledge, and capability to work on-site four days a week with