Senior Network & Security Support Specialist

Fortinet Inc.; Atlanta (GA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life and disability insurance

401(k)

11 paid holidays

Vacation time

Sick time

Comprehensive leave program

Job summary

Fortinet is expanding its TAC team in Atlanta and seeking a Senior Technical Support Specialist to provide expert troubleshooting and escalation support for Fortinet customers and partners. You will interface with QA and development to identify solutions, reproduce issues in a lab, and drive case closure while maintaining high customer satisfaction.

The role requires 3+ years in technical support or system administration in networking/security, strong TCP/IP knowledge, and hands-on experience

Qualifications

• 3+ years of experience in technical support or system administration in networking/security
• Bachelor's degree in CS/SE or related field (or equivalent)
• Strong knowledge of Windows, OSX, Unix/Linux and networking concepts
• Experience with Fortinet products or security devices is a plus
• Excellent troubleshooting, problem-solving, and communication skills
• Experience using AI tools to assist daily tasks
• Call center experience in networking/security is desirable
• Knowledge management and KCS framework is a plus

Responsibilities

• Provide troubleshooting for Fortinet core products, especially FortiGate
• Analyze configuration data and recommend changes
• Collect and analyze customer system information
• Suggest corrective actions based on analysis
• Educate customers on product usage and networks
• Consult technical docs and release notes for known issues
• Replicate customer environments in lab to reproduce problems
• Escalate and manage cases to closure
• Maintain clear customer communications and expectations

Skills

Technical support

Networking

TCP/IP

Windows

Linux/Unix

Problem solving

AI tools usage

Call center

Communication

Education

Bachelor's degree in CS/SE or related field

Tools

Fortinet devices

Lab equipment

Troubleshooting tools

Job description

Fortinet is expanding its TAC team in Atlanta and seeking a Senior Technical Support Specialist to provide expert troubleshooting and escalation support for Fortinet customers and partners. You will interface with QA and development to identify solutions, reproduce issues in a lab, and drive case closure while maintaining high customer satisfaction.

The role requires 3+ years in technical support or system administration in networking/security, strong TCP/IP knowledge, and hands-on experience