Technical Support Specialist

Fortinet, Inc.; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Fortinet is seeking an experienced Technical Support Specialist to join our Atlanta, GA office to deliver exceptional customer service and technical assistance for Fortinet's security products. The role involves direct web and phone support, troubleshooting FortiAnalyzer and FortiManager, and guiding customers toward effective resolutions.

You will work with QA and software teams to replicate issues, contribute to documentation, and promote Fortinet solutions while expanding your technical

Qualifications

• 4+ years' experience in a technical support role in a networking/security company or equivalent education.
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches.
• Experience with security products (especially firewalls and VPN gateways).
• Strong troubleshooting and problem-solving skills.
• Previous experience providing technical support, preferably supporting data networking products and/or security products.
• Strong English skills both written and verbal.

Responsibilities

• Provide direct technical web and telephone support.
• Ensure that reported issues are well understood and the needed information is collected.
• Troubleshooting FortiAnalyzer and FortiManager.
• Recommend corrective actions based on analysis of collected information.
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• Consult technical documentation, bulletins and release notes for known problems.
• Reproduce customer environments using lab equipment and report bugs.
• Recommend alternative solutions or workarounds.
• Manage cases until case closure, following up internally to obtain changes or solutions.
• Manage customer communications and expectations until closure of each case.
• Provide knowledge transfer to peer engineers.

Skills

TCP/IP

Routing

L2/L3 Switches

Firewalls

VPN

Troubleshooting

English proficiency

Education

Bachelor's degree

Tools

FortiAnalyzer

FortiManager

SQL

VM/Cloud Environments

Linux administration

Job description

Fortinet is looking for an experienced technical support Specialist to join our Atlanta, GA office to provide exceptional customer service and technical help for our loyal customers.

The candidate would join our support team that specializes in supporting the following Centralized Management & SOC Solutions from Fortinet:

FortiAnalyzer -- Centralized Logging & Reporting

FortiManager -- Centralized Configuration Management

The engineer will also interface with our QA and software development team to solve customer problems and identify bugs through replication and testing. Wherever possible, the products supported will be actively promoted while looking out for ways that Fortinet can improve both products and documentation.

The ideal candidate is not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

As a Technical Support Specialist, you will:

• Provide direct technical web and telephone support
• Ensure that reported issues are well understood and the needed information is collected
• Troubleshooting FortiAnalyzer and FortiManager
• Recommend corrective actions based on analysis of collected information
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• Consult technical documentation, bulletins and release notes for known problems
• Reproduce customer environments using lab equipment and report bugs
• Recommend alternative solutions or workarounds
• Manage cases until case closure, taking the initiative to follow up internally as required to obtain changes or solutions needed to resolve the customer's issue
• Manage customer communications and expectations until the closure of each case
• Provide knowledge transfer to peer engineers

We are Looking for:

• 4+ years' experience in a technical support role in a networking/security company or equivalent education
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Experience with security products (especially firewalls and VPN gateways)
• Strong troubleshooting and problem-solving skills
• Previous experience providing technical support, preferably supporting data networking products and/or security products.
• Strong English skills both written and verbal.

Good to Have:

• Centralized Configuration Management Tools
• SQL syntax & select statement design
• VM/Cloud Environments
• Linux administration (e.g., using YAML to update components) and troubleshooting (system files, processes, permissions).

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

Educational Requirement:

• Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

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.

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