Fortinet
Overview
Join to apply for the
Senior Technical Support Specialist
role at
Fortinet . Job Description
Fortinet is a cybersecurity pioneer with over two decades of excellence. Our mission is to safeguard people, devices, and data everywhere. As we shape the future of cybersecurity, Fortinet announced the opening of our global Innovation Hub in Atlanta, Georgia, where a team of Technical Support Specialists will be added. We are seeking to fill the Support Specialist role as a support and escalation point for Fortinet customers and partners, aimed at enhancing our global Customer Success and Support function and providing exceptional customer service and technical help. In addition to providing firsthand expertise in the day-to-day use of Fortinet technology, this role will interface with QA and development to resolve customer problems and identify solutions, optimizations, and improvements through replication and testing. Responsibilities
Provide troubleshooting expertise on the 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 Provide customer education where gaps in networking, product knowledge, etc. exist Consult technical documentation, bulletins and release notes for known problems Reproduce customer environments in a lab to isolate and solve problems; propose potential new solutions Follow up on technical cases with proper escalation and case management until closure Manage customer communications and expectations until case closure; conduct and lead customer management meetings regarding escalation We Are Looking For
Minimum 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 equivalent combination of training and experience Deep working knowledge of 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 day-to-day activities Previous call center experience, preferably supporting data networking products and/or security products Understanding of knowledge management principles; KCS framework experience is a plus Ability to work in the office 4 days a week Possibility of an on-call rotation Strong communication skills, both written and verbal Benefits and About Fortinet
Fortinet offers medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, sick time, and a comprehensive leave program. Wage ranges are based on factors including labor market, job type, and location. Salary offers are determined by the candidate’s knowledge, skill level, qualifications, experience, and location. All roles are eligible to participate in the Fortinet equity program; bonus eligibility is assessed at hire and annually at the Company’s discretion. About Our Team
Join the Fortinet TAC team in Atlanta, known for its collaborative ethos and work with global customers, internal engineering teams, and product development groups. Our culture emphasizes continuous learning, innovation, and customer satisfaction. We value openness, teamwork, and innovation, and we leverage AI to solve complex technical challenges in a supportive, inclusive environment. Why Join Us
We encourage candidates from all backgrounds to apply. We offer a supportive work environment and a competitive Total Rewards package to support your health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet, serving our 660,000+ customers worldwide.
#J-18808-Ljbffr
Join to apply for the
Senior Technical Support Specialist
role at
Fortinet . Job Description
Fortinet is a cybersecurity pioneer with over two decades of excellence. Our mission is to safeguard people, devices, and data everywhere. As we shape the future of cybersecurity, Fortinet announced the opening of our global Innovation Hub in Atlanta, Georgia, where a team of Technical Support Specialists will be added. We are seeking to fill the Support Specialist role as a support and escalation point for Fortinet customers and partners, aimed at enhancing our global Customer Success and Support function and providing exceptional customer service and technical help. In addition to providing firsthand expertise in the day-to-day use of Fortinet technology, this role will interface with QA and development to resolve customer problems and identify solutions, optimizations, and improvements through replication and testing. Responsibilities
Provide troubleshooting expertise on the 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 Provide customer education where gaps in networking, product knowledge, etc. exist Consult technical documentation, bulletins and release notes for known problems Reproduce customer environments in a lab to isolate and solve problems; propose potential new solutions Follow up on technical cases with proper escalation and case management until closure Manage customer communications and expectations until case closure; conduct and lead customer management meetings regarding escalation We Are Looking For
Minimum 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 equivalent combination of training and experience Deep working knowledge of 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 day-to-day activities Previous call center experience, preferably supporting data networking products and/or security products Understanding of knowledge management principles; KCS framework experience is a plus Ability to work in the office 4 days a week Possibility of an on-call rotation Strong communication skills, both written and verbal Benefits and About Fortinet
Fortinet offers medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, sick time, and a comprehensive leave program. Wage ranges are based on factors including labor market, job type, and location. Salary offers are determined by the candidate’s knowledge, skill level, qualifications, experience, and location. All roles are eligible to participate in the Fortinet equity program; bonus eligibility is assessed at hire and annually at the Company’s discretion. About Our Team
Join the Fortinet TAC team in Atlanta, known for its collaborative ethos and work with global customers, internal engineering teams, and product development groups. Our culture emphasizes continuous learning, innovation, and customer satisfaction. We value openness, teamwork, and innovation, and we leverage AI to solve complex technical challenges in a supportive, inclusive environment. Why Join Us
We encourage candidates from all backgrounds to apply. We offer a supportive work environment and a competitive Total Rewards package to support your health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet, serving our 660,000+ customers worldwide.
#J-18808-Ljbffr