Senior Network Support Specialist – Cybersecurity

Fortinet, Inc.; Atlanta (GA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental and vision insurance

401(k)

Job summary

Fortinet is seeking a Senior Technical Support Specialist to serve as a key escalation point for Fortinet customers and partners from its Atlanta hub. The role focuses on delivering exceptional technical support for Fortinet products and collaborating with QA and development to identify solutions and drive improvements.

The candidate will troubleshoot FortiGate, analyze configurations and customer data, and provide education and proactive guidance.

Qualifications

• 0–3 years in technical support or sysadmin in networking/security.
• Deep knowledge of Windows, macOS, Unix/Linux.
• Strong TCP/IP and routing knowledge.
• Experience with security products (firewalls, IDS/IPS, VPN).
• Good written and verbal communication.

Responsibilities

• Provide troubleshooting on Fortinet core products, especially FortiGate.
• Analyze configuration data and recommend changes.
• Collect and analyze customer system information.
• Escalate and manage cases until closure.
• Educate customers on knowledge gaps and product use.
• Refer to docs, bulletins, and release notes for known issues.
• Replicate customer environments in the lab to isolate problems.
• Communicate with customers and manage expectations throughout cases.

Skills

Troubleshooting

Communication

Networking basics

AI tools familiarity

Education

Bachelor’s degree in Computer Science or related field

Job description

Fortinet is seeking a Senior Technical Support Specialist to serve as a key escalation point for Fortinet customers and partners from its Atlanta hub. The role focuses on delivering exceptional technical support for Fortinet products and collaborating with QA and development to identify solutions and drive improvements.

The candidate will troubleshoot FortiGate, analyze configurations and customer data, and provide education and proactive guidance.