Senior Technical Support Specialist

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

Provide advanced troubleshooting and escalation support for Fortinet customers and partners, with a focus on core products such as FortiGate. Collect and analyze configuration and system information, recommend corrective actions, and educate customers to close networking and product knowledge gaps. Reproduce issues in lab environments, manage technical cases through closure, and coordinate with QA and development by leveraging documentation, release notes, and testing.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Fortinet
Fortinet
2 months 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: 4 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Provide advanced troubleshooting and escalation support for Fortinet customers and partners, with a focus on core products such as FortiGate. Collect and analyze configuration and system information, recommend corrective actions, and educate customers to close networking and product knowledge gaps. Reproduce issues in lab environments, manage technical cases through closure, and coordinate with QA and development by leveraging documentation, release notes, and testing.
Location: Atlanta
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Sr. Manager level

Key Responsibilities

  • •Provide troubleshooting expertise on Fortinet products, especially FortiGate, and recommend corrective actions based on analysis.
  • •Collect, analyze, and recommend changes using configuration information and customer system information.
  • •Provide customer education where gaps exist in networking and product knowledge.
  • •Consult technical documentation, bulletins, and release notes for known problems; reproduce customer environments on lab equipment to isolate and solve issues.
  • •Manage technical cases through proper escalation and closure while handling customer communications and leading escalation meetings.

Pay and Benefits

Equity and Bonus:Equity
Schedule:4-Day Week
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid HolidaysPaid LeaveSick TimeLeave Program

Key Requirements

  • •3+ years of experience in a technical support or system administration role in a networking/security company (or equivalent education).
  • •Bachelor’s degree in computer science, Software Engineering, or related field (or equivalent training and experience) is desirable.
  • •Deep working knowledge of Windows, OSX, and Unix/Linux operating systems.
  • •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+ yearsNetworkingCybersecuritySecurity products
Education:Bachelor's in Computer science, Software Engineering
Skills:TroubleshootingProblem-solvingCommunicationCustomer educationCase management
Languages:English
Tech Stack:FortiGateWindowsOSXUnix/LinuxTCP/IPRouting protocolsL2/L3 switchingFirewallsIDS/IPSVPNVirus scanningKnowledge managementKCS®AI toolsTechnical documentationRelease notes

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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