Senior Network & Security Support Specialist

Fortinet; Sunnyvale (CA); On-site; USD 88,000 - 107,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

11 paid holidays

Vacation time

Sick time

Comprehensive leave program

Job summary

Fortinet is seeking a Senior Technical Support Specialist to join the TAC team in Atlanta, focusing on troubleshooting Fortinet core products, with a strong emphasis on FortiGate. You will analyze configurations and customer data, advise on fixes, and educate customers while coordinating case management and escalation as needed.

The role requires 3+ years in technical support, a CS-related degree is desirable, and knowledge of Windows, macOS and Unix/Linux.

Qualifications

• 3+ years in technical support or sys admin in a networking/security company or equivalent education.
• BS in computer science, software engineering or related field is desirable.
• Deep knowledge of Windows, macOS and Unix/Linux operating systems.
• Strong TCP/IP, routing, L2/L3 switching understanding.
• Experience with security products: firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem-solving skills.
• Experience using AI tools to aid daily tasks.
• Previous call center experience in data networking and/or security products is desirable.
• Knowledge management familiarity; KCS is a plus.
• Office presence required 4 days a week; occasional on-call rotation.

Responsibilities

• Provide troubleshooting expertise on Fortinet core products, especially FortiGate.
• Analyze configuration information and customer system data for changes.
• Suggest corrective actions based on analysis and knowledge.
• Educate customers on Fortinet products where gaps exist.
• Consult official docs, bulletins and release notes for known issues.
• Reproduce customer environments in lab equipment to isolate problems.
• Escalate and manage cases until closure; communicate with customers throughout.
• Lead customer management meetings regarding escalation when needed.

Skills

Troubleshooting

Customer service

Communication

Networking knowledge

Security products

AI tools

Call center experience

Education

Bachelor's degree in CS or related field

Job description

Fortinet is seeking a Senior Technical Support Specialist to join the TAC team in Atlanta, focusing on troubleshooting Fortinet core products, with a strong emphasis on FortiGate. You will analyze configurations and customer data, advise on fixes, and educate customers while coordinating case management and escalation as needed.

The role requires 3+ years in technical support, a CS-related degree is desirable, and knowledge of Windows, macOS and Unix/Linux.