MedStar Health
Fortinet, a cybersecurity pioneer with over two decades of excellence, is committed to safeguarding people, devices, and data worldwide. We are expanding our global presence with a new Innovation Hub in Atlanta, Georgia, and are seeking to hire a
Support Specialist
as a support and escalation point for Fortinet customers and partners. This role aims to enhance our Customer Success and Support functions by providing exceptional customer service and technical assistance, contributing to our rapidly growing business. The position also involves interfacing with QA and development teams to resolve customer issues and improve solutions through replication and testing. As a Senior Technical Support Specialist, you will: Provide troubleshooting expertise on core Fortinet products, especially FortiGate. Collect, analyze, and recommend changes to configuration information. Gather and analyze customer system information. Recommend corrective actions based on analysis. Educate customers on networking and product knowledge gaps. Consult technical documentation, bulletins, and release notes for known issues. Reproduce customer environments on lab equipment to isolate and resolve problems, and suggest new solutions. Follow up on technical cases, ensuring proper escalation and case management until closure. Manage customer communications and expectations, including leading escalation meetings. We Are Looking For: At least 3 years of experience in technical support or system administration within networking/security companies or equivalent education. Bachelor's degree in computer science, Software Engineering, or related fields, or equivalent experience. Deep knowledge of operating systems such as Windows, OSX, Unix/Linux. Strong understanding of TCP/IP, routing protocols, and L2/L3 switching. Experience with security products like firewalls, IDS/IPS, VPNs, and virus scanning. Excellent troubleshooting and problem-solving skills. Experience using AI tools to enhance daily activities. Previous call center experience supporting data networking or security products is desirable. Understanding of knowledge management principles; KCS framework experience is a plus. Ability to work in the office 3-5 days a week and participate in on-call rotations. Strong written and verbal communication skills. Fortinet offers comprehensive benefits, including health insurance, 401(k), paid holidays, vacation, sick leave, and a leave program. Salary ranges depend on market factors, job type, and individual qualifications. All roles are eligible for our equity program, with bonus eligibility reviewed at hire and annually. About Our Team: Join our collaborative TAC team in Atlanta, known for working seamlessly with global customers, engineering, and product development teams. We foster a culture of continuous learning, innovation, and customer satisfaction, emphasizing openness, teamwork, and leveraging AI to solve complex challenges. Our inclusive environment supports knowledge sharing and professional growth. Why Join Us: We welcome candidates from diverse backgrounds and offer a supportive environment with a competitive Total Rewards package. Embark on a rewarding career with Fortinet, making a meaningful impact on over 660,000 customers worldwide. #J-18808-Ljbffr
Support Specialist
as a support and escalation point for Fortinet customers and partners. This role aims to enhance our Customer Success and Support functions by providing exceptional customer service and technical assistance, contributing to our rapidly growing business. The position also involves interfacing with QA and development teams to resolve customer issues and improve solutions through replication and testing. As a Senior Technical Support Specialist, you will: Provide troubleshooting expertise on core Fortinet products, especially FortiGate. Collect, analyze, and recommend changes to configuration information. Gather and analyze customer system information. Recommend corrective actions based on analysis. Educate customers on networking and product knowledge gaps. Consult technical documentation, bulletins, and release notes for known issues. Reproduce customer environments on lab equipment to isolate and resolve problems, and suggest new solutions. Follow up on technical cases, ensuring proper escalation and case management until closure. Manage customer communications and expectations, including leading escalation meetings. We Are Looking For: At least 3 years of experience in technical support or system administration within networking/security companies or equivalent education. Bachelor's degree in computer science, Software Engineering, or related fields, or equivalent experience. Deep knowledge of operating systems such as Windows, OSX, Unix/Linux. Strong understanding of TCP/IP, routing protocols, and L2/L3 switching. Experience with security products like firewalls, IDS/IPS, VPNs, and virus scanning. Excellent troubleshooting and problem-solving skills. Experience using AI tools to enhance daily activities. Previous call center experience supporting data networking or security products is desirable. Understanding of knowledge management principles; KCS framework experience is a plus. Ability to work in the office 3-5 days a week and participate in on-call rotations. Strong written and verbal communication skills. Fortinet offers comprehensive benefits, including health insurance, 401(k), paid holidays, vacation, sick leave, and a leave program. Salary ranges depend on market factors, job type, and individual qualifications. All roles are eligible for our equity program, with bonus eligibility reviewed at hire and annually. About Our Team: Join our collaborative TAC team in Atlanta, known for working seamlessly with global customers, engineering, and product development teams. We foster a culture of continuous learning, innovation, and customer satisfaction, emphasizing openness, teamwork, and leveraging AI to solve complex challenges. Our inclusive environment supports knowledge sharing and professional growth. Why Join Us: We welcome candidates from diverse backgrounds and offer a supportive environment with a competitive Total Rewards package. Embark on a rewarding career with Fortinet, making a meaningful impact on over 660,000 customers worldwide. #J-18808-Ljbffr