Technical Support Engineer

Fortinet
Atlanta
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Troubleshooting","Problem-solving","Customer education","Case management"]

Provide advanced troubleshooting for Fortinet’s core products, especially FortiGate, and guide customers through analysis, configuration and system information review. Reproduce issues in lab environments, recommend corrective actions, and consult technical documentation to resolve known problems. Own technical cases from escalation through closure while managing customer communications and expectations, and interface with QA and development to improve solutions through replication and testing.

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FursaFursa
Fortinet
Fortinet
2 days ago

Technical Support Engineer

✓ Verified Job

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 advanced troubleshooting for Fortinet’s core products, especially FortiGate, and guide customers through analysis, configuration and system information review. Reproduce issues in lab environments, recommend corrective actions, and consult technical documentation to resolve known problems. Own technical cases from escalation through closure while managing customer communications and expectations, and interface with QA and development to improve solutions through replication and testing.
Location: Atlanta
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide troubleshooting expertise on Fortinet core products, especially FortiGate.
  • •Collect, analyze, and recommend actions based on configuration and customer system information.
  • •Reproduce customer environments in lab equipment, isolate issues, and recommend potential new solutions.
  • •Consult technical documentation, bulletins, and release notes for known problems and follow technical cases through escalation and closure.
  • •Manage customer communications and expectations during escalations, including leading customer management meetings.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •Minimum 3+ years of experience in technical support or system administration in a networking/security company (or equivalent education/training).
  • •Bachelor’s degree in computer science, software engineering, or related field (or equivalent combination of training and experience).
  • •Deep working knowledge of operating systems: 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:NetworkingCybersecuritySecurity products
Education:Bachelor's in computer science, Software Engineering, or related field
Skills:CommunicationTroubleshootingProblem-solvingCustomer educationCase management
Tech Stack:FortiGateFortinet productsWindowsMacOSUnix/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