Senior Technical Support Specialist

Fortinet
Sunnyvale, Atlanta
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 3+ yearsEducation: bachelorsSkills: ["Troubleshooting","Problem-solving","Communication","Customer education"]

Serve as a senior escalation and troubleshooting point for Fortinet customers and partners, providing expert support on core products like FortiGate. Collect and analyze configuration and system information, recommend corrective actions, reproduce issues in lab environments, and manage cases through closure. Partner with QA and development to identify improvements, while educating customers and collaborating with the TAC team in Atlanta.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Fortinet
Fortinet
2 months ago

Senior Technical Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Serve as a senior escalation and troubleshooting point for Fortinet customers and partners, providing expert support on core products like FortiGate. Collect and analyze configuration and system information, recommend corrective actions, reproduce issues in lab environments, and manage cases through closure. Partner with QA and development to identify improvements, while educating customers and collaborating with the TAC team in Atlanta.
Location: Sunnyvale, Atlanta
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Sr. Manager level

Key Responsibilities

  • •Provide troubleshooting expertise on core Fortinet products, especially FortiGate.
  • •Collect, analyze, and recommend corrective actions based on configuration and customer system information.
  • •Reproduce customer environments on lab equipment to isolate and resolve problems, and propose potential solutions.
  • •Follow up on technical cases with proper escalation and manage cases until closure while managing customer communications and expectations.
  • •Consult technical documentation, bulletins, and release notes for known problems; work with QA and development to identify solutions and improvements.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid HolidaysPaid LeaveSick TimeEquity Program

Key Requirements

  • •Minimum 3+ years of experience in a technical support or system administration role in a networking/security company.
  • •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 including firewalls, IDS/IPS, VPN, and virus scanning.
Experience:3+ yearsNetworkingSecurity
Education:Bachelor's in computer science, Software Engineering or related field
Skills:TroubleshootingProblem-solvingCommunicationCustomer education
Tech Stack:FortiGateFortinetTCP/IPRouting protocolsL2/L3 switchingFirewallsIDS/IPSVPNVirus scanningWindowsOSXUnix/LinuxAI toolsKCS

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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