Fortinet, Inc.
Fortinet, a cybersecurity pioneer with over two decades of excellence, is seeking a Technical Support Specialist to join our team in Atlanta, Georgia. Our mission is to safeguard people, devices, and data everywhere. As a support and escalation point for Fortinet customers and partners, the goal of this role is to enhance our global Customer Success and Support function, providing exceptional customer service and technical help for our loyal customers.
The successful candidate will provide firsthand expertise in the day-to-day use of Fortinet technology and interface with QA and development to solve customer problems and identify solutions, optimizations, and improvements through replication and testing.
Responsibilities:
Provide troubleshooting expertise on 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, product knowledge, etc. Consult technical documentation, bulletins, and release notes for known problems Reproduce customer environments on lab equipment, isolate and solve problems, and recommend potential new solutions Follow up on technical cases, including proper escalation and management of the case until closure Manage customer communications and expectations until case closure and conduct customer management meetings regarding escalation Requirements:
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 a related field, or an equivalent combination of training and experience Deep working knowledge of operating systems, including Windows, OSX, Unix/Linux Strong understanding of TCP/IP, routing protocols, L2/L3 switching Experience with security products, including firewalls, IDS/IPS, VPN, virus scanning Strong troubleshooting and problem-solving skills Past experience using AI tools to enhance day-to-day activities Previous call center experience, preferably supporting data networking products and/or security products Working understanding of knowledge management principles in daily workflow, with KCS framework experience an added advantage Ability to work in the office 4 days a week and participate in an on-call rotation Strong communication skills, both written and verbal 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. All roles are eligible to participate in the Fortinet equity program, and bonus eligibility is reviewed at the time of hire and annually at the company’s discretion. About Our Team:
Join the Fortinet TAC team in Atlanta, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams, and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. 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.
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Provide troubleshooting expertise on 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, product knowledge, etc. Consult technical documentation, bulletins, and release notes for known problems Reproduce customer environments on lab equipment, isolate and solve problems, and recommend potential new solutions Follow up on technical cases, including proper escalation and management of the case until closure Manage customer communications and expectations until case closure and conduct customer management meetings regarding escalation Requirements:
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 a related field, or an equivalent combination of training and experience Deep working knowledge of operating systems, including Windows, OSX, Unix/Linux Strong understanding of TCP/IP, routing protocols, L2/L3 switching Experience with security products, including firewalls, IDS/IPS, VPN, virus scanning Strong troubleshooting and problem-solving skills Past experience using AI tools to enhance day-to-day activities Previous call center experience, preferably supporting data networking products and/or security products Working understanding of knowledge management principles in daily workflow, with KCS framework experience an added advantage Ability to work in the office 4 days a week and participate in an on-call rotation Strong communication skills, both written and verbal 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. All roles are eligible to participate in the Fortinet equity program, and bonus eligibility is reviewed at the time of hire and annually at the company’s discretion. About Our Team:
Join the Fortinet TAC team in Atlanta, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams, and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. 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.
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