Senior Network Security Support Engineer

Fortinet, Inc.; Atlanta (GA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

Paid holidays

Vacation time

Sick time

Equity program

Bonus eligibility

Job summary

Fortinet is expanding its TAC team in Atlanta with a Senior Technical Support Specialist role focused on delivering expert technical support and escalation management for Fortinet customers and partners. You will work closely with QA and development to reproduce issues, test solutions, and communicate effectively to ensure customer satisfaction.

The ideal candidate has 3+ years in technical support or system administration within networking/security, a BS in CS or related field, and hands-on

Qualifications

• Minimum 3+ years of experience in technical support or system administration in networking/security.
• Bachelor’s degree in computer science, software engineering or related field.
• Deep working knowledge of Windows, OSX, Unix/Linux.
• Strong understanding of TCP/IP, routing, L2/L3 switching.
• Experience with security products—firewalls, IDS/IPS, VPN.
• Strong troubleshooting and problem-solving skills.
• Experience using AI tools to aid daily activities.
• Call center experience desirable.
• KCS framework knowledge is a plus.
• Ability to work in the office 4 days a week.
• Possibility of an on-call rotation.
• Strong communication skills.

Responsibilities

• Provide troubleshooting expertise on 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; isolate and solve problems; propose new solutions
• Follow up on technical cases including proper escalation and management until closure
• Manage customer communications and expectations until case closure; lead escalation meetings

Skills

Troubleshooting

Problem-solving

Communication

AI tools usage

Networking knowledge

Security products understanding

Team collaboration

Call center experience

KCS knowledge

On-call readiness

Education

Bachelor's degree in CS/Software Engineering or related field

Tools

Fortinet FortiGate knowledge

Job description

Fortinet is expanding its TAC team in Atlanta with a Senior Technical Support Specialist role focused on delivering expert technical support and escalation management for Fortinet customers and partners. You will work closely with QA and development to reproduce issues, test solutions, and communicate effectively to ensure customer satisfaction.

The ideal candidate has 3+ years in technical support or system administration within networking/security, a BS in CS or related field, and hands-on