Senior Technical Support Specialist

Fortinet
Sunnyvale, Atlanta, Texas
Workplace: HybridFull timeFunction: IT Support & HelpdeskExperience: 3+ yearsEducation: bachelorsSkills: ["Communication","Troubleshooting","Problem-solving","Customer education"]

Troubleshoot and resolve customer issues for Fortinet cybersecurity products (especially FortiGate) by analyzing configurations and system information, recommending corrective actions, and educating customers when knowledge gaps exist. Reproduce problems in a lab, collaborate with QA and development to identify optimizations and improvements, and manage technical cases end-to-end through escalation and case closure. Serve as a reliable support and escalation point for customers and partners.

Loading

Loading job details...

Preparing the role view and application actions.

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

Job Summary

Troubleshoot and resolve customer issues for Fortinet cybersecurity products (especially FortiGate) by analyzing configurations and system information, recommending corrective actions, and educating customers when knowledge gaps exist. Reproduce problems in a lab, collaborate with QA and development to identify optimizations and improvements, and manage technical cases end-to-end through escalation and case closure. Serve as a reliable support and escalation point for customers and partners.
Location: Sunnyvale, Atlanta, Texas
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Provide troubleshooting expertise for core Fortinet products, especially FortiGate.
  • •Collect, analyze, and recommend corrective actions based on configuration and customer system information.
  • •Reproduce customer environments on lab equipment to isolate and solve problems, and recommend new solutions.
  • •Consult technical documentation, bulletins, and release notes for known problems; follow up on cases through proper escalation and closure.
  • •Manage customer communications and expectations through case closure and lead customer management meetings regarding escalations.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid Leave

Key Requirements

  • •3+ years of experience in a technical support or system administration role in a networking/security company, or equivalent training and experience.
  • •Bachelor’s degree in computer science, software engineering, or 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 and routing protocols, plus L2/L3 switching.
  • •Experience with security products such as firewalls, IDS/IPS, VPN, and virus scanning.
Experience:3+ years
Education:Bachelor's in computer science, Software Engineering or related field
Skills:CommunicationTroubleshootingProblem-solvingCustomer education
Tech Stack:FortiGateFortinetWindowsMacOSOSXUnix/LinuxTCP/IPRouting protocolsL2 switchingL3 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