Technical Support Engineer

Fortinet
Atlanta
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Troubleshooting","Problem-solving","Communication (written and verbal)","Customer education","Knowledge management"]

Provide advanced troubleshooting for Fortinet security products, with deep focus on FortiGate. Collect and analyze customer and configuration data, recommend corrective actions, and reproduce issues in lab environments to isolate root causes. Manage escalations through case closure, lead customer communications and meetings, and consult technical documentation, bulletins, and release notes for known problems while identifying optimizations and improvements.

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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, with deep focus on FortiGate. Collect and analyze customer and configuration data, recommend corrective actions, and reproduce issues in lab environments to isolate root causes. Manage escalations through case closure, lead customer communications and meetings, and consult technical documentation, bulletins, and release notes for known problems while identifying optimizations and improvements.
Location: Atlanta
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide troubleshooting expertise on core Fortinet products, especially FortiGate.
  • •Collect, analyze, and provide recommendations based on configuration and customer system information.
  • •Recommend corrective actions from analysis and consult technical documentation, bulletins, and release notes for known issues.
  • •Reproduce customer environments using lab equipment to isolate and resolve problems, proposing potential new solutions.
  • •Manage technical cases end-to-end, including escalation, follow-up until closure, and leading customer management meetings.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid HolidaysPaid LeaveSick TimeEquityLeave Program

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 (knowledge management/KCS is a plus).
Education:Bachelor's in computer science, Software Engineering or related field
Skills:TroubleshootingProblem-solvingCommunication (written and verbal)Customer educationKnowledge management
Tech Stack:WindowsOSXUnix/LinuxTCP/IPRouting protocolsL2/L3 switchingFirewallsIDS/IPSVPNVirus scanningLab equipmentKCS framework

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