Senior Technical Support Specialist

Socket.dev; Sunnyvale (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and disability insurance

401(k)

11 paid holidays

Vacation time

Sick time

Leave program

Equity program

Job summary

Fortinet is expanding our Global Innovation Hub and seeking a Senior Technical Support Specialist to provide expert troubleshooting and escalation for Fortinet customers and partners. You will analyze configurations, reproduce issues in the lab, and collaborate with QA and development to drive fixes and improvements.

Strong TCP/IP, security product knowledge, and KCS experience are valued. The role emphasizes direct customer education, clear communication, and the ability to manage cases

Qualifications

• 3+ years of experience in technical support or system administration in networking/security
• Bachelor’s degree in CS/Software Eng or equivalent desirable
• Strong knowledge of Windows, OSX, Unix/Linux operating systems
• Deep understanding of TCP/IP, routing, and L2/L3 switching
• Experience with security products (firewalls, IDS/IPS, VPN) and problem-solving
• Familiarity with AI tools to enhance daily activities
• Previous call center experience in data networking/security is a plus
• KCS framework knowledge is an added advantage
• Willingness to work in office 3-5 days a week and potential on-call rotation

Responsibilities

• Provide troubleshooting for Fortinet core products, especially FortiGate
• Collect and analyze configuration information and recommend changes
• Gather customer system information and propose corrective actions
• Reproduce environments in lab to isolate and solve problems
• Escalate and manage technical cases to closure
• Educate customers on product use and networking concepts
• Reference technical docs, bulletins, and release notes for known issues
• Coordinate with QA and development for solutions and improvements
• Maintain clear communication and customer expectations through resolution

Skills

3+ years experience

Networking

TCP/IP

Security products

Troubleshooting

AI tools

Call center

KCS framework

Windows

Unix/Linux

Mac OS X

Education

Bachelor's degree in CS or related field

Equivalent training/experience

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, where our expansion will include a team of Technical Support Specialists. We are seeking to fill theSupportSpecialist 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 3-5 days a week
• Possibility of an on-Call rotation
• Strong communication skills, both written and verbal

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.

Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.

We are committed to providing reasonable accommodations for all qualified individuals with disabilities.

If you require assistance or accommodation due to a disability, please contact us at [e-mail].

Fortinet is an equal opportunity employer.

We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.