Technical Support Engineer

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

Provide expert troubleshooting for Fortinet cybersecurity products, especially FortiGate, and serve as an escalation point for customer and partner technical issues. Collect and analyze customer/system and configuration information to recommend corrective actions, reproduce environments in lab equipment, and coordinate case follow-up through proper escalation until closure. Educate customers on gaps in networking/product knowledge and consult technical documentation, bulletins, and release notes to resolve known problems.

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FursaFursa
Fortinet
Fortinet
5 days ago

Technical Support Engineer

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Provide expert troubleshooting for Fortinet cybersecurity products, especially FortiGate, and serve as an escalation point for customer and partner technical issues. Collect and analyze customer/system and configuration information to recommend corrective actions, reproduce environments in lab equipment, and coordinate case follow-up through proper escalation until closure. Educate customers on gaps in networking/product knowledge and consult technical documentation, bulletins, and release notes to resolve known problems.
Location: Atlanta
Workplace: Onsite
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 recommend changes based on configuration and customer/system information.
  • •Reproduce customer environments on lab equipment to isolate and solve problems, and recommend potential solutions.
  • •Follow up on technical cases with proper escalation and manage cases until closure.
  • •Manage customer communications and expectations through closure, including leading customer management meetings regarding escalation.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid LeaveSick Time11 Paid

Key Requirements

  • •3+ years of experience in technical support or system administration in a networking/security company (or equivalent training/experience).
  • •Bachelor’s degree in computer science, software engineering, or a related field (or equivalent combination of training and experience).
  • •Deep working knowledge of operating systems including Windows, macOS (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.
Experience:3+ yearsCybersecurityNetworkingSecurity products
Education:Bachelor's
Skills:CommunicationTroubleshootingProblem-solvingCustomer educationCustomer focus
Tech Stack:FortinetFortiGateWindowsMacOSUnix/LinuxTCP/IPRouting protocolsL2/L3 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