Fortinet
Overview
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Senior Technical Support Specialist
role at
Fortinet . Fortinet is a cybersecurity pioneer with a mission to safeguard people, devices, and data everywhere. The role is based in Atlanta, Georgia, and focuses on providing exceptional customer service and technical help for Fortinet customers and partners, acting as a support and escalation point to enhance the global Customer Success and Support function. The role involves interfacing with QA and development to solve 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 needed due to gaps in networking or product knowledge Consult technical documentation, bulletins and release notes for known problems Reproduce customer environments on lab equipment; isolate and solve problems; recommend potential new solutions Follow up on technical cases with proper escalation and management until case 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 Bachelor’s degree in computer science, Software Engineering or related field, or equivalent training/experience Deep working knowledge of Windows, macOS, 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 Experience using AI tools to support day-to-day activities Previous call center experience, preferably supporting data networking or security products Working understanding of knowledge management principles; KCS® framework experience is a plus Ability to work in the office 4 days a week Possible on-call rotation Strong written and verbal communication skills Benefits and Additional Details
Fortinet offers a variety of benefits including medical, dental, vision, life and disability insurance, 401(k), paid holidays, vacation and sick time, and a comprehensive leave program. Salary ranges are based on factors including labor market, job type and location. Exact offers depend on knowledge, skills, qualifications, experience, and location. All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at hire and annually at the Company’s discretion. About Our Team: Join the Fortinet TAC team in Atlanta, known for collaboration with global customers, internal engineering teams and product development groups. Our team emphasizes continuous learning, innovation, and customer satisfaction, guided by Fortinet’s values of openness, teamwork and innovation, with an environment that values knowledge sharing and AI-assisted problem solving. Why Join Us: We welcome candidates from all backgrounds and identities and offer a supportive work environment with a competitive Total Rewards package to support health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet and help serve over 660,000+ customers globally.
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Join to apply for the
Senior Technical Support Specialist
role at
Fortinet . Fortinet is a cybersecurity pioneer with a mission to safeguard people, devices, and data everywhere. The role is based in Atlanta, Georgia, and focuses on providing exceptional customer service and technical help for Fortinet customers and partners, acting as a support and escalation point to enhance the global Customer Success and Support function. The role involves interfacing with QA and development to solve 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 needed due to gaps in networking or product knowledge Consult technical documentation, bulletins and release notes for known problems Reproduce customer environments on lab equipment; isolate and solve problems; recommend potential new solutions Follow up on technical cases with proper escalation and management until case 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 Bachelor’s degree in computer science, Software Engineering or related field, or equivalent training/experience Deep working knowledge of Windows, macOS, 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 Experience using AI tools to support day-to-day activities Previous call center experience, preferably supporting data networking or security products Working understanding of knowledge management principles; KCS® framework experience is a plus Ability to work in the office 4 days a week Possible on-call rotation Strong written and verbal communication skills Benefits and Additional Details
Fortinet offers a variety of benefits including medical, dental, vision, life and disability insurance, 401(k), paid holidays, vacation and sick time, and a comprehensive leave program. Salary ranges are based on factors including labor market, job type and location. Exact offers depend on knowledge, skills, qualifications, experience, and location. All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at hire and annually at the Company’s discretion. About Our Team: Join the Fortinet TAC team in Atlanta, known for collaboration with global customers, internal engineering teams and product development groups. Our team emphasizes continuous learning, innovation, and customer satisfaction, guided by Fortinet’s values of openness, teamwork and innovation, with an environment that values knowledge sharing and AI-assisted problem solving. Why Join Us: We welcome candidates from all backgrounds and identities and offer a supportive work environment with a competitive Total Rewards package to support health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet and help serve over 660,000+ customers globally.
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