Senior Network Security Support Engineer

Fortinet, Inc.; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Fortinet is seeking an experienced Technical Support Specialist to join our Atlanta, GA office to deliver exceptional customer service and technical assistance for Fortinet's security products. The role involves direct web and phone support, troubleshooting FortiAnalyzer and FortiManager, and guiding customers toward effective resolutions.

You will work with QA and software teams to replicate issues, contribute to documentation, and promote Fortinet solutions while expanding your technical

Qualifications

• 4+ years' experience in a technical support role in a networking/security company or equivalent education.
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches.
• Experience with security products (especially firewalls and VPN gateways).
• Strong troubleshooting and problem-solving skills.
• Previous experience providing technical support, preferably supporting data networking products and/or security products.
• Strong English skills both written and verbal.

Responsibilities

• Provide direct technical web and telephone support.
• Ensure that reported issues are well understood and the needed information is collected.
• Troubleshooting FortiAnalyzer and FortiManager.
• Recommend corrective actions based on analysis of collected information.
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• Consult technical documentation, bulletins and release notes for known problems.
• Reproduce customer environments using lab equipment and report bugs.
• Recommend alternative solutions or workarounds.
• Manage cases until case closure, following up internally to obtain changes or solutions.
• Manage customer communications and expectations until closure of each case.
• Provide knowledge transfer to peer engineers.

Skills

TCP/IP

Routing

L2/L3 Switches

Firewalls

VPN

Troubleshooting

English proficiency

Education

Bachelor's degree

Tools

FortiAnalyzer

FortiManager

SQL

VM/Cloud Environments

Linux administration

Job description

Fortinet is seeking an experienced Technical Support Specialist to join our Atlanta, GA office to deliver exceptional customer service and technical assistance for Fortinet's security products. The role involves direct web and phone support, troubleshooting FortiAnalyzer and FortiManager, and guiding customers toward effective resolutions.

You will work with QA and software teams to replicate issues, contribute to documentation, and promote Fortinet solutions while expanding your technical