Senior Technical Support Specialist - Hybrid & On-Call

Fortinet; Atlanta (GA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, vision, life anddis|s

401(k)

11 paid holidays

Vacation and sick time

Comprehensive leave program

Job summary

Fortinet is seeking a Senior Technical Support Specialist in Atlanta to provide expert troubleshooting for Fortinet products, especially FortiGate, and to analyze configurations, collect system information, and recommend corrective actions. You will educate customers and reference technical docs while reproducing issues in lab environments.

You will handle escalation, communicate with customers, and participate in on-call rotations while collaborating with QA and development to improve solutions

Qualifications

• 0-3 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.

Responsibilities

• 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.

Skills

Troubleshooting

Communication skills

Problem solving

AI tooling usage

Team collaboration

Education

Bachelor's degree in computer science / software engineering or related field

Tools

AI tooling platforms

Fortinet knowledge base

Job description

Fortinet is seeking a Senior Technical Support Specialist in Atlanta to provide expert troubleshooting for Fortinet products, especially FortiGate, and to analyze configurations, collect system information, and recommend corrective actions. You will educate customers and reference technical docs while reproducing issues in lab environments.

You will handle escalation, communicate with customers, and participate in on-call rotations while collaborating with QA and development to improve solutions