Senior Technical Support Specialist

Fortinet, Inc.; Atlanta (GA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

11 paid holidays

Vacation time

Sick time

Equity program

Job summary

Fortinet in Atlanta seeks a Senior Technical Support Specialist to join our TAC team, handling support and escalation for Fortinet customers and partners.

You will analyze configurations, collect system information, and collaborate with QA/engineering to reproduce issues and propose solutions. The role requires strong communication, lab testing, and case management.

Qualifications

• Minimum 3+ years in technical support or system administration in a networking/security company or equivalent education.
• Bachelor’s degree or equivalent in CS/Engineering or related field.
• Strong working knowledge of Windows, macOS and Linux/Unix operating systems.
• Deep understanding of TCP/IP, routing, and L2/L3 switching.
• Experience with firewalls, IDS/IPS, VPN, and virus scanning.
• Ability to troubleshoot and solve complex problems.
• Experience using AI tools to improve day-to-day activities.

Responsibilities

• Provide troubleshooting on Fortinet core products, especially FortiGate.
• Collect, analyse configuration and customer system information; recommend actions.
• Reproduce customer environments in lab to isolate problems and test solutions.
• Escalate and manage technical cases to closure; coordinate with customers.
• Educate customers where needed and reference technical docs and release notes.

Skills

Troubleshooting

Config analysis

Customer data analysis

Corrective actions

Customer education

Documentation review

Lab reproduction

Case management

Communication skills

AI tools experience

Security product knowledge

KCS knowledge

Education

Bachelor's degree in Computer Science, Software Engineering, or related field

Job description

Fortinet a cybersecurity pioneer with over two decades of excellence. Our mission is to safeguard people, devices, and data everywhere. As we continue to shape the future of cybersecurity, Fortinet recently announced the opening of our latest global Innovation Hub in Atlanta, Georgia, where our expansion will include a team of Technical Support Specialists. We are seeking to fill the Support Specialist role, a support and escalation point for Fortinet customers and partners with the goal of enhancing our global Customer Success and Support function, providing exceptional customer service and technical help for our loyal customers and to contribute to the success of our rapidly growing business. In addition to being able to provide firsthand expertise in the day to day use of Fortinet technology, this role will also interface with QA and development to solve customer problems and identify solutions, optimizations and improvements through replication and testing.

As a Senior Technical Support Specialist, you will:

• Provide troubleshooting expertise on the core Fortinet products - especially FortiGate
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer system information
• Recommend corrective actions based on analysis
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• Consultation of technical documentation, bulletins and release notes for known problems
• Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation

We Are Looking For

• Candidate with a minimum 3 plus years of experience in a technical support or system administration role in a networking/security company or equivalent education
• Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• Deep working knowledge of operating systems -- Windows, OSX, Unix/Linux
• Strong understanding of TCP/IP, routing protocols, L2/L3 switching.
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem-solving skills
• Past experience using AI tools to help the effectiveness of day-to-day activities
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• A working understanding of knowledge management principles in daily workflow; KCS® framework experience is an added advantage
• Ability to work in the office 4 days a week.
• Possibility of an on Call rotation
• Strong communication skills, both written and verbal

Must be authorized to work in the U.S. without sponsorship.

Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program.

Wage ranges are based on various factors including the labor market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

All roles are eligible to participate in the Fortinet equity program, Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.

About Our Team

Join the Fortinet TAC team in Atlanta, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet’s core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions

Why Join Us

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.