Senior Network Support Engineer - Hybrid, On-Call

Fortinet; Frisco (TX); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and 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. You will provide expert troubleshooting for Fortinet's core products, especially FortiGate, and assist customers with configuration analysis, problem reproduction, and solution recommendations.

The role requires 3+ years in technical support or systems administration, a relevant degree, and strong knowledge of Windows, macOS, and Unix/Linux.

Qualifications

• Minimum 3+ years 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, macOS, Unix/Linux.
• Strong understanding of TCP/IP and routing.
• Experience with security products—firewalls, IDS/IPS, VPN.
• Strong troubleshooting and problem-solving skills.
• Experience using AI tools to aid day-to-day activities.
• Previous call center experience is desirable.
• Familiarity with knowledge management concepts; KCS experience is a plus.
• Ability to work in the office 4 days a week.

Responsibilities

• Provide troubleshooting on Fortinet core products, especially FortiGate.
• Collect, analyze, and recommend changes to configuration information.
• Analyze customer system information and reproduce environments in lab.
• Recommend corrective actions and document solutions.
• Educate customers where gaps exist in networking or product knowledge.
• Consult technical docs, bulletins, and release notes for known issues.
• Escalate and manage cases until closure; communicate with customers throughout.
• Engage with QA and development to identify improvements and optimizations.

Skills

Technical support

System administration

Networking

Security products

Troubleshooting

AI tools

Call center experience

KCS knowledge

Strong communication

Education

Bachelor’s degree in Computer Science or related field

Job description

Fortinet is seeking a Senior Technical Support Specialist to join the TAC team in Atlanta. You will provide expert troubleshooting for Fortinet's core products, especially FortiGate, and assist customers with configuration analysis, problem reproduction, and solution recommendations.

The role requires 3+ years in technical support or systems administration, a relevant degree, and strong knowledge of Windows, macOS, and Unix/Linux.