Senior Technical Support Specialist

Fortinet
Atlanta
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 3+ yearsEducation: bachelorsSkills: ["Troubleshooting","Problem-solving","Communication (written and verbal)","Customer education","Customer management"]

Provide advanced troubleshooting for Fortinet’s core products (especially FortiGate), collecting and analyzing configuration and system information to recommend corrective actions. Reproduce customer issues in a lab environment, escalate and manage technical cases through closure, and lead customer communications and meetings during escalations. Consult technical documentation and release notes for known problems, educate customers where knowledge gaps exist, and collaborate with QA/development to identify improvements through testing and replication.

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FursaFursa
Fortinet
Fortinet
2 days 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: 11 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Provide advanced troubleshooting for Fortinet’s core products (especially FortiGate), collecting and analyzing configuration and system information to recommend corrective actions. Reproduce customer issues in a lab environment, escalate and manage technical cases through closure, and lead customer communications and meetings during escalations. Consult technical documentation and release notes for known problems, educate customers where knowledge gaps exist, and collaborate with QA/development to identify improvements through testing and replication.
Location: Atlanta
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Troubleshoot core Fortinet products, especially FortiGate.
  • •Collect, analyze, and recommend changes based on configuration and customer system information.
  • •Reproduce customer environments in lab equipment to isolate and solve problems and recommend solutions.
  • •Follow up on technical cases with proper escalation and manage cases through closure.
  • •Manage customer communications and expectations; conduct and lead escalation management meetings.

Pay and Benefits

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

Key Requirements

  • •3+ years of experience in a technical support or system administration role in a networking/security company (or equivalent education).
  • •Deep working knowledge of operating systems (Windows, OSX, 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.
  • •Bachelor’s degree in computer science or software engineering (or equivalent training/experience).
Experience:3+ yearsNetworkingSecurityCybersecurity
Education:Bachelor's in Computer science, Software Engineering
Skills:TroubleshootingProblem-solvingCommunication (written and verbal)Customer educationCustomer management
Certifications:KCS®
Tech Stack:FortiGateFortinetWindowsOSXUnix/LinuxTCP/IPRouting protocolsL2/L3 switchingFirewallsIDS/IPSVPNVirus scanningAI toolsKCS

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