Technical Support Engineer

Fortinet
Atlanta
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Troubleshooting","Problem-solving","Communication","Customer education","Case management"]

Provide advanced troubleshooting for Fortinet security products (especially FortiGate), analyzing customer and configuration data to recommend corrective actions. Manage and escalate technical cases through closure while setting customer expectations and leading escalation meetings. Replicate customer environments in lab settings to isolate issues, partnering with QA and development to identify improvements through testing, documentation, and release notes. Also deliver customer education on networking and product knowledge gaps.

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FursaFursa
Fortinet
Fortinet
2 days ago

Technical Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Provide advanced troubleshooting for Fortinet security products (especially FortiGate), analyzing customer and configuration data to recommend corrective actions. Manage and escalate technical cases through closure while setting customer expectations and leading escalation meetings. Replicate customer environments in lab settings to isolate issues, partnering with QA and development to identify improvements through testing, documentation, and release notes. Also deliver customer education on networking and product knowledge gaps.
Location: Atlanta
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide troubleshooting expertise on Fortinet products, especially FortiGate.
  • •Collect, analyze, and recommend configuration changes and corrective actions based on customer and system information.
  • •Reproduce customer environments in a lab to isolate issues and recommend potential solutions.
  • •Consult technical documentation, bulletins, and release notes for known problems; follow up on cases with proper escalation until closure.
  • •Manage customer communications and expectations, including leading customer management meetings for escalations and case resolution.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid HolidaysPaid LeaveSick TimeLeave ProgramEquity

Key Requirements

  • •Minimum 3+ years of experience in technical support or system administration 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, with strong troubleshooting skills.
Experience:3+ yearsNetworking/securityCybersecurity
Education:Bachelor's in computer science, Software Engineering or related field
Skills:TroubleshootingProblem-solvingCommunicationCustomer educationCase management
Tech Stack:FortiGateWindowsOSXUnix/LinuxTCP/IPRouting protocolsL2 switchingL3 switchingFirewallsIDS/IPSVPNVirus scanningKnowledge 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