Senior Technical Support Specialist - Networks & Security

Fortinet; Atlanta (GA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental

Vision

Life insurance

Disability insurance

401(k)

11 paid holidays

Vacation time

Sick time

Leave program

Job summary

Fortinet in Atlanta, GA is seeking a Senior Technical Support Specialist to serve as the technical support and escalation point for Fortinet customers and partners. You will deliver expert troubleshooting, analyze configurations, and replicate issues in lab environments to craft effective solutions.

You will interface with QA and development to identify optimizations and improvements, using AI tools to boost day-to-day effectiveness. Office four days a week is expected.

Qualifications

• 0–3 years in a technical support or system administration role in networking/security.
• Deep working knowledge of Windows, OSX, Unix/Linux.
• Strong understanding of TCP/IP, routing, switching.
• Experience with security products - firewalls, IDS/IPS, VPN, antivirus.
• Strong troubleshooting and problem solving; ability to use AI tools to aid daily tasks.

Responsibilities

• Provide troubleshooting on core Fortinet products, especially FortiGate.
• Collect, analyze, and recommend changes to configuration information.
• Collect and analyze customer system information.
• Recommend corrective actions based on analysis.
• Educate customers where gaps exist in networking or product knowledge.
• Consult technical docs, bulletins, and release notes for known problems.
• Reproduce customer environments in the lab to isolate and solve problems.
• Follow up on technical cases with proper escalation and closure.
• Manage customer communications and expectations until case closure.

Skills

TCP/IP

Networking

Troubleshooting

Security products

Communication skills

Education

Bachelor’s degree in computer science or related field

Tools

Fortinet product suite

Lab equipment

Job description

Fortinet in Atlanta, GA is seeking a Senior Technical Support Specialist to serve as the technical support and escalation point for Fortinet customers and partners. You will deliver expert troubleshooting, analyze configurations, and replicate issues in lab environments to craft effective solutions.

You will interface with QA and development to identify optimizations and improvements, using AI tools to boost day-to-day effectiveness. Office four days a week is expected.