Senior Technical Support Engineer - Networking & Security
Fortinet
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Benefits offered by this job
Job summary
Fortinet in Atlanta seeks a Senior Technical Support Specialist to serve as a key escalation point for customers and partners, delivering expert troubleshooting for Fortinet core products, especially FortiGate.
You will collect and analyze configuration data, recommend fixes, educate customers, and coordinate with QA and development to replicate issues and improve solutions. A strong networking background and security product experience are essential.
Qualifications
- 3+ years in technical support or system administration in networking/security
- Bachelor’s degree in computer science, software engineering or related field preferred
- Strong TCP/IP, routing, L2/L3 switching knowledge
- Experience with security products (firewalls, IDS/IPS, VPN) desired
- Ability to work on-site 3–5 days a week
- Knowledge management (KCS) is a plus
Responsibilities
- Provide troubleshooting for core Fortinet products, especially FortiGate
- Collect, analyze and recommend changes to configuration information
- Gather and analyze customer system information to drive resolutions
- Escalate and manage cases to closure with proper communication
- Educate customers on technical topics where needed
- Reference technical docs, bulletins and release notes for known issues
- Reproduce customer environments in lab and test potential solutions
- Coordinate with QA and development to identify improvements
Skills
Education
Tools
Job description
Fortinet in Atlanta seeks a Senior Technical Support Specialist to serve as a key escalation point for customers and partners, delivering expert troubleshooting for Fortinet core products, especially FortiGate.
You will collect and analyze configuration data, recommend fixes, educate customers, and coordinate with QA and development to replicate issues and improve solutions. A strong networking background and security product experience are essential.
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