Senior Technical Support Specialist

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

Serve as an escalation and support point for Fortinet customers and partners, providing advanced troubleshooting for core products such as FortiGate. Analyze configurations and customer system information, recommend corrective actions, and reproduce issues in lab environments to isolate root causes. Manage technical cases through escalation to closure, lead customer management meetings, and educate customers where product or networking gaps exist.

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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 1 month ago

Job Summary

Serve as an escalation and support point for Fortinet customers and partners, providing advanced troubleshooting for core products such as FortiGate. Analyze configurations and customer system information, recommend corrective actions, and reproduce issues in lab environments to isolate root causes. Manage technical cases through escalation to closure, lead customer management meetings, and educate customers where product or networking gaps exist.
Location: Sunnyvale, 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 and consult technical documentation, bulletins, and release notes for known problems.
  • •Reproduce customer environments on lab equipment to isolate issues and recommend potential solutions.
  • •Follow up on technical cases through proper escalation until case closure, managing customer communications and leading escalation meetings.

Pay and Benefits

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

Key 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 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 communication skills.
Experience:3+ yearsCybersecurityNetworkingSecurity products
Education:Bachelor's in computer science, Software Engineering, or related field
Skills:TroubleshootingProblem-solvingCommunicationCustomer educationCase managementCustomer management
Tech Stack:FortiGateOperating systemsWindowsOSXUnix/LinuxTCP/IPRouting protocolsL2/L3 switchingFirewallsIDS/IPSVPNVirus scanningLab equipmentReplicationTestingAI toolsKnowledge managementKCS

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