Senior Technical Support Engineer – Cybersecurity

Fortinet Inc.

Frisco (TX)

On-site

USD 80,000 - 120,000

Full time

4 days ago

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Benefits offered by this job

401(k)

Paid holidays

Vacation time

Sick time

Equity program

Bonus eligibility

Job summary

Fortinet is seeking a Senior Technical Support Specialist to join the Atlanta TAC team. You will provide expert troubleshooting for Fortinet core products, including FortiGate, and resolve complex customer issues through lab replication and careful analysis.

You will collect and analyze configuration and system data to recommend corrections, educate customers, and coordinate with QA and development to improve products and processes. Strong communication is essential.

Qualifications

3+ years in a technical support or system administration role in networking/security.
Bachelor’s degree in computer science, software engineering or related field is desirable.
Deep working knowledge of Windows, macOS, and Unix/Linux.
Strong understanding of TCP/IP, routing, L2/L3 switching.
Experience with security products - firewalls, IDS/IPS, VPN, virus scanning.
Strong troubleshooting and problem-solving skills.
Experience using AI tools to enhance day-to-day activities.
Past call center experience desirable.
Knowledge management principles; KCS framework is a plus.
Ability to work in the office 4 days a week; on-call rotation possible.
Strong communication skills, written and verbal.

Responsibilities

Provide troubleshooting expertise on Fortinet core products, especially FortiGate.
Collect, analyze, and recommend configuration changes.
Gather and analyze customer system information.
Recommend corrective actions based on analysis.
Educate customers on gaps in networking or product knowledge.
Consult technical documentation and release notes for known problems.
Reproduce customer environments in a lab to isolate issues and test solutions.
Follow up on cases with proper escalation and closure; manage customer communications.