Senior Technical Support Specialist

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

Provide advanced troubleshooting for Fortinet’s core products (especially FortiGate), analyzing customer and configuration data and recommending corrective actions. Reproduce issues in lab environments, manage and escalate technical cases to closure, and lead customer communication and escalation meetings. Consult technical documentation, bulletins, and release notes for known problems while educating customers to close networking and product-knowledge gaps and partnering with QA and development to drive improvements.

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FursaFursa
Fortinet
Fortinet
2 days ago

Senior Technical Support Specialist

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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 1 month ago

Job Summary

Provide advanced troubleshooting for Fortinet’s core products (especially FortiGate), analyzing customer and configuration data and recommending corrective actions. Reproduce issues in lab environments, manage and escalate technical cases to closure, and lead customer communication and escalation meetings. Consult technical documentation, bulletins, and release notes for known problems while educating customers to close networking and product-knowledge gaps and partnering with QA and development to drive improvements.
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 actions based on configuration and customer system information.
  • •Reproduce customer environments in lab equipment to isolate issues and recommend solutions.
  • •Manage technical cases through proper escalation until case closure, including expectation management and customer communications.
  • •Educate customers as needed and consult technical documentation, bulletins, and release notes for known problems.

Pay and Benefits

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

Key Requirements

  • •3+ years of experience in technical support or system administration in a networking/security environment, or an equivalent combination of training and experience.
  • •Bachelor’s degree in computer science, software engineering, or related field (or equivalent training/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; strong troubleshooting/problem-solving skills.
Experience:3+ years
Education:Bachelor's in computer science, Software Engineering or related field
Skills:TroubleshootingProblem-solvingCommunicationCustomer managementDocumentation consultation
Tech Stack:FortiGateFortinet productsWindowsOSXUnix/LinuxTCP/IPRouting protocolsL2 switchingL3 switchingFirewallsIDS/IPSVPNVirus scanningAI toolsKCS frameworkLab equipmentKnowledge management

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