Senior Technical Support Specialist

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

Provide advanced troubleshooting for Fortinet’s core products, especially FortiGate, while analyzing configurations and customer system information to recommend corrective actions. Reproduce issues in a lab environment, isolate root causes, and coordinate escalations through case management until closure. Deliver customer education and lead customer meetings as needed, consulting technical documentation, bulletins, and release notes to resolve known problems and drive continuous improvements.

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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, while analyzing configurations and customer system information to recommend corrective actions. Reproduce issues in a lab environment, isolate root causes, and coordinate escalations through case management until closure. Deliver customer education and lead customer meetings as needed, consulting technical documentation, bulletins, and release notes to resolve known problems and drive continuous improvements.
Location: Sunnyvale, Atlanta
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Provide troubleshooting expertise on Fortinet core products, especially FortiGate.
  • •Collect, analyze, and make configuration and system-information recommendations; recommend corrective actions based on findings.
  • •Reproduce customer environments on lab equipment, isolate problems, and recommend potential solutions.
  • •Follow up on technical cases with proper escalation and management until case closure; manage customer communications and expectations.
  • •Consult technical documentation, bulletins, and release notes for known problems; conduct and lead customer management meetings regarding escalation.

Pay and Benefits

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

Key Requirements

  • •3+ years of experience in technical support or system administration in a networking/security company, or an equivalent education/training combination.
  • •Bachelor’s degree in computer science, software engineering, or a related field (desirable) or equivalent training and experience.
  • •Deep working knowledge of 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.
Experience:3+ yearsNetworkingSecurityCustomer supportSystem administration
Education:Bachelor's in Computer science, Software Engineering, or related field
Skills:TroubleshootingProblem-solvingCommunicationCustomer educationKnowledge management (KCS)
Tech Stack:FortiGateFortinet productsWindowsOSXUnix/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