Senior Technical Support Specialist

Fortinet; Atlanta (GA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k)

11 paid holidays

Vacation and sick time

Comprehensive leave program

Job summary

Fortinet is looking for a Technical Support Specialist in Atlanta, Georgia. This crucial role involves providing exceptional customer service and technical assistance with Fortinet products, particularly FortiGate. You will collaborate with QA and development teams to enhance solutions and support customers effectively.

Ideal candidates will have a Bachelor's degree in a related field and a minimum of 3 years technical support experience. Comprehensive benefits including medical, dental, and a 401(k) plan are provided.

Qualifications

• Minimum 3 years of experience in technical support or system administration.
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switching.
• Ability to work in the office 4 days a week with possible on-call rotation.

Responsibilities

• Provide troubleshooting expertise on core Fortinet products.
• Collect, analyze, and recommend changes to configuration information.
• Manage customer communications and expectations until case closure.

Skills

Technical support experience

Networking knowledge

Troubleshooting skills

Communication skills

Experience with security products

Education

Bachelor's degree in computer science or related field

Tools

AI tools

Windows Operating System

Unix/Linux Operating System

macOS

Job description

Job Description

Fortinet, a cybersecurity pioneer with over two decades of excellence, is building a new global Innovation Hub in Atlanta, Georgia. We are hiring a Technical Support Specialist to serve as a support and escalation point for Fortinet customers and partners, enhancing our global Customer Success and Support function. The role involves providing exceptional customer service, technical assistance, and collaborating with QA and development teams to solve problems and improve solutions.

Responsibilities

• Provide troubleshooting expertise on core Fortinet products, especially FortiGate.
• Collect, analyze, and recommend changes to configuration information.
• Gather and analyze customer system information.
• Recommend corrective actions based on analysis.
• Offer customer education when gaps exist in networking or product knowledge.
• Consult technical documentation, bulletins, and release notes for known issues.
• Replicate customer environments in lab equipment to isolate and solve problems and suggest new solutions.
• Follow up on technical cases, including proper escalation, management, and case closure.
• Manage customer communications and expectations until case closure, and lead customer management meetings on escalations.

Qualifications

• Minimum 3 years of experience in technical support or system administration at a networking or security company, or equivalent education.
• Bachelor’s degree in computer science, software engineering, or related field, or comparable combination of training and experience.
• Deep working knowledge of Windows, macOS, and Unix/Linux operating systems.
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switching.
• Experience with security products: firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem‑solving skills.
• Experience with AI tools to improve daily activities.
• Previous call‑center experience, preferably supporting data networking or security products.
• Knowledge management principles in daily workflow; KCS framework experience is an advantage.
• Ability to work in the office 4 days a week; on‑call rotation possible.
• Excellent written and verbal communication skills.

Benefits

Fortinet offers medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, sick time, and a comprehensive leave program. Salary ranges depend on market and individual qualifications. All roles may participate in the Fortinet equity program and are subject to bonus eligibility.

EEO and Accommodations

Fortinet is an equal‑opportunity employer and provides reasonable accommodations for qualified individuals with disabilities. Contact [e-mail] for assistance. We value diversity and comply with all applicable civil‑rights laws.