Senior Technical Support Specialist

Fortinet
Sunnyvale, Atlanta
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskEducation: bachelorsSkills: ["Troubleshooting","Problem-solving","Communication","Customer education"]

Provide advanced troubleshooting for Fortinet customers and partners, with a focus on FortiGate. Analyze configurations and system information to recommend corrective actions, reproduce issues in a lab, and drive cases to closure through proper escalation and customer communication. Coordinate with QA and development to identify fixes and improvements, consult technical documentation and release notes, and deliver targeted customer education on product and networking gaps.

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FursaFursa
Fortinet
Fortinet
2 days ago

Senior Technical Support Specialist

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide advanced troubleshooting for Fortinet customers and partners, with a focus on FortiGate. Analyze configurations and system information to recommend corrective actions, reproduce issues in a lab, and drive cases to closure through proper escalation and customer communication. Coordinate with QA and development to identify fixes and improvements, consult technical documentation and release notes, and deliver targeted customer education on product and networking gaps.
Location: Sunnyvale, Atlanta
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Provide troubleshooting expertise for core Fortinet products, especially FortiGate.
  • •Collect, analyze, and recommend corrective actions using configuration and customer system information.
  • •Consult technical documentation, bulletins, and release notes for known problems and reproduce issues on lab equipment.
  • •Follow up on technical cases with proper escalation and manage case closure, including customer communications and expectations.
  • •Interface with QA and development to solve customer problems and identify optimizations and improvements through replication and testing.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid HolidaysPaid LeaveSick Time

Key Requirements

  • •Minimum 3+ years of experience in technical support or system administration for a networking/security company (or equivalent education).
  • •Bachelor’s degree in computer science, software engineering, or a related field (or equivalent training and experience).
  • •Deep working knowledge of operating systems including Windows, OSX, and Unix/Linux.
  • •Strong understanding of TCP/IP, routing protocols, and L2/L3 switching.
  • •Experience with security products such as firewalls, IDS/IPS, VPN, and virus scanning, plus strong troubleshooting and problem-solving skills.
Education:Bachelor's in computer science, Software Engineering or related field
Skills:TroubleshootingProblem-solvingCommunicationCustomer education
Tech Stack:FortiGateWindowsOSXUnix/LinuxTCP/IPRouting protocolsL2 switchingL3 switchingFirewallsIDS/IPSVPNVirus scanningKnowledge managementKCSAI toolsReplicationTesting

Company Brief

Fortinet
Provides enterprise cybersecurity solutions including data protection, cloud security, network security, and user and entity behavior analytics to help organizations prevent insider threats, secure cloud and on-premises environments, and enforce data loss prevention policies.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Austin, United States
Founded: 1994
WebsiteLinkedIn