Senior Technical Support Engineer — Networking & Security

Fortinet, Inc.

Atlanta (GA)

On-site

USD 70,000 - 100,000

Full time

11 days ago

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Holidays

Vacation & Sick Time

Equity program

Job summary

Fortinet, Inc. in Atlanta is seeking a Senior Technical Support Specialist to serve as the primary support and escalation point for Fortinet customers and partners, delivering exceptional service and technical guidance for Fortinet solutions.

You will troubleshoot FortiGate and other Fortinet products, collect and analyze configuration data and logs, propose corrective actions, and collaborate with QA and development to reproduce issues and identify improvements.

Qualifications

3+ years of experience in technical support or system administration in a networking/security company or equivalent education.
Bachelor’s degree in computer science, Software Engineering or related field or equivalent experience.
Deep working knowledge of Windows, macOS, Unix/Linux.
Strong understanding of TCP/IP, routing protocols, L2/L3 switching.
Experience with security products such as firewalls, IDS/IPS, VPN, virus scanning.
Strong troubleshooting and problem-solving skills.
Experience using AI tools to enhance day-to-day activities.
Call center experience, preferably supporting data networking or security products.
Knowledge management principles; KCS framework is a plus.
Ability to work in the office 3-5 days a week.
Possibility of on-call rotation.
Strong written and verbal communication skills.

Responsibilities

Provide troubleshooting expertise on Fortinet products, especially FortiGate.
Collect, analyze and change recommendations of configuration information.
Collect and analyze customer system information.
Recommend corrective actions based on analysis.
Provide customer education to address gaps in networking or product knowledge.
Consult technical documentation, bulletins and release notes for known problems.
Reproduce customer environments on lab equipment to isolate and solve problems; suggest improvements.
Follow up on technical cases with proper escalation and case closure.
Manage customer communications and expectations through closure; lead escalation meetings.