Senior Technical Support Specialist

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

Serve as a senior technical escalation point in Fortinet’s TAC team, helping customers and partners resolve complex issues with core Fortinet products like FortiGate. Diagnose networking and security problems through analysis of configuration and system data, reproduce issues in a lab, and recommend corrective actions. Follow cases through escalation and closure, lead customer management meetings as needed, and coordinate with QA and development to drive improvements.

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FursaFursa
Fortinet
Fortinet
2 days ago

Senior Technical Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Serve as a senior technical escalation point in Fortinet’s TAC team, helping customers and partners resolve complex issues with core Fortinet products like FortiGate. Diagnose networking and security problems through analysis of configuration and system data, reproduce issues in a lab, and recommend corrective actions. Follow cases through escalation and closure, lead customer management meetings as needed, and coordinate with QA and development to drive improvements.
Location: Atlanta
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Provide troubleshooting expertise on core Fortinet products, especially FortiGate.
  • •Collect, analyze, and recommend changes based on configuration and customer system information.
  • •Recommend corrective actions based on analysis and consult technical documentation, bulletins, and release notes for known problems.
  • •Reproduce customer environments on lab equipment to isolate issues and recommend potential solutions.
  • •Manage customer communications and technical cases through proper escalation and closure, coordinating with QA and development as needed.

Pay and Benefits

Equity and Bonus:Equity
Schedule:4-Day Week
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid HolidaysPaid LeaveSick Time

Key Requirements

  • •Minimum 3+ years of experience in technical support or system administration in a networking/security company (or equivalent education/training).
  • •Deep working knowledge of operating systems including Windows, OSX, and Unix/Linux.
  • •Strong understanding of TCP/IP plus routing protocols and L2/L3 switching.
  • •Experience with security products such as firewalls, IDS/IPS, VPN, and virus scanning.
  • •Strong troubleshooting and problem-solving skills with strong written and verbal communication.
Experience:3+ yearsNetworkingSecurityCustomer supportSystem administration
Education:Bachelor's in Computer Science, Software Engineering (or related field)
Skills:TroubleshootingProblem-solvingCommunicationCustomer managementTechnical documentation review
Tech Stack:FortiGateFortinet productsWindowsOSXUnix/LinuxTCP/IPRouting protocolsL2 switchingL3 switchingFirewallsIDS/IPSVPNVirus scanningLab equipmentAI tools

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