Fortinet
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Senior Technical Support Specialist
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Fortinet . Job Description Fortinet, a cybersecurity pioneer with over two decades of excellence, aims to safeguard people, devices, and data everywhere. We are expanding our global presence with a new Innovation Hub in Atlanta, Georgia, including a team of Technical Support Specialists. We seek to fill the Support Specialist role, serving as a support and escalation point for Fortinet customers and partners, enhancing our Customer Success and Support functions, and providing exceptional customer service and technical assistance. This role involves expertise in Fortinet technology, interfacing with QA and development teams to resolve customer issues, and identifying solutions and improvements through replication and testing. As a Senior Technical Support Specialist, you will: Provide troubleshooting expertise on core Fortinet products, especially FortiGate. Analyze configuration and system information, and recommend changes. Educate customers on product and networking topics as needed. Consult technical documentation and known issue bulletins. Reproduce customer environments in lab settings to diagnose problems and propose solutions. Manage technical cases from initiation to closure, including proper escalation. Communicate effectively with customers, managing expectations and leading escalation meetings. We Are Looking For: At least 3 years of experience in technical support or system administration in networking/security or equivalent education. Bachelor’s degree in Computer Science, Software Engineering, or related field, or equivalent experience. Deep knowledge of Windows, OSX, Unix/Linux operating systems. Strong understanding of TCP/IP, routing protocols, and L2/L3 switching. Experience with security products such as firewalls, IDS/IPS, VPNs, and virus scanning. Excellent troubleshooting and problem-solving skills. Experience using AI tools to enhance support activities is a plus. Previous call center experience supporting networking or security products is desirable. Knowledge management principles and KCS framework familiarity is advantageous. Ability to work in-office 3-5 days a week and participate in on-call rotations. Strong verbal and written communication skills. Fortinet offers comprehensive benefits, including health insurance, 401(k), paid holidays, vacation, sick leave, and an equity program. Salary ranges depend on experience, qualifications, and location. All roles are eligible for the company’s bonus and equity programs. About Our Team: Join the Fortinet TAC team in Atlanta, known for collaboration, continuous learning, and innovation. We value openness, teamwork, and leveraging AI to solve complex challenges. Our inclusive culture supports growth and excellence in cybersecurity solutions. Why Join Us: We welcome applicants from diverse backgrounds and offer a supportive environment with a competitive rewards package. Embark on a rewarding career with Fortinet, impacting over 660,000 customers worldwide. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Computer and Network Security Referrals increase your chances of interviewing at Fortinet. Get notified about new Senior Technical Support Specialist jobs in
Atlanta, GA .
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Senior Technical Support Specialist
role at
Fortinet . Job Description Fortinet, a cybersecurity pioneer with over two decades of excellence, aims to safeguard people, devices, and data everywhere. We are expanding our global presence with a new Innovation Hub in Atlanta, Georgia, including a team of Technical Support Specialists. We seek to fill the Support Specialist role, serving as a support and escalation point for Fortinet customers and partners, enhancing our Customer Success and Support functions, and providing exceptional customer service and technical assistance. This role involves expertise in Fortinet technology, interfacing with QA and development teams to resolve customer issues, and identifying solutions and improvements through replication and testing. As a Senior Technical Support Specialist, you will: Provide troubleshooting expertise on core Fortinet products, especially FortiGate. Analyze configuration and system information, and recommend changes. Educate customers on product and networking topics as needed. Consult technical documentation and known issue bulletins. Reproduce customer environments in lab settings to diagnose problems and propose solutions. Manage technical cases from initiation to closure, including proper escalation. Communicate effectively with customers, managing expectations and leading escalation meetings. We Are Looking For: At least 3 years of experience in technical support or system administration in networking/security or equivalent education. Bachelor’s degree in Computer Science, Software Engineering, or related field, or equivalent experience. Deep knowledge of Windows, OSX, Unix/Linux operating systems. Strong understanding of TCP/IP, routing protocols, and L2/L3 switching. Experience with security products such as firewalls, IDS/IPS, VPNs, and virus scanning. Excellent troubleshooting and problem-solving skills. Experience using AI tools to enhance support activities is a plus. Previous call center experience supporting networking or security products is desirable. Knowledge management principles and KCS framework familiarity is advantageous. Ability to work in-office 3-5 days a week and participate in on-call rotations. Strong verbal and written communication skills. Fortinet offers comprehensive benefits, including health insurance, 401(k), paid holidays, vacation, sick leave, and an equity program. Salary ranges depend on experience, qualifications, and location. All roles are eligible for the company’s bonus and equity programs. About Our Team: Join the Fortinet TAC team in Atlanta, known for collaboration, continuous learning, and innovation. We value openness, teamwork, and leveraging AI to solve complex challenges. Our inclusive culture supports growth and excellence in cybersecurity solutions. Why Join Us: We welcome applicants from diverse backgrounds and offer a supportive environment with a competitive rewards package. Embark on a rewarding career with Fortinet, impacting over 660,000 customers worldwide. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Computer and Network Security Referrals increase your chances of interviewing at Fortinet. Get notified about new Senior Technical Support Specialist jobs in
Atlanta, GA .
#J-18808-Ljbffr