Senior Technical Support Specialist

About the role

Fortinet is a cybersecurity pioneer with over two decades of excellence. We are expanding our global Innovation Hub in Atlanta, Georgia, and are seeking to fill the role of Technical Support Specialist. This role serves as a support and escalation point for Fortinet customers and partners, aiming to enhance our global Customer Success and Support function and contribute to our rapidly growing business.

Responsibilities

• Provide troubleshooting expertise on the core Fortinet products - especially FortiGate Collection, analyze and make change recommendations on configuration information.
• Collect and analyze customer system information, recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking, product knowledge.
• Consult technical documentation, bulletins, and release notes for known problems.
• Reproduce customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.

Requirements

• Minimum 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 an equivalent combination of training and experience is desirable.
• Deep working knowledge of operating systems -- Windows, OSX, Unix/Linux.
• Strong understanding of TCP/IP, routing protocols, L2/L3 switching.
• Experience with security products - firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem-solving skills.
• Past experience using AI tools to help the effectiveness of day-to-day activities.
• Previous call center experience, preferably supporting data networking products and/or security products.
• A working understanding of knowledge management principles in daily workflow; KCS® framework experience is an added advantage.
• Ability to work in the office 4 days a week. Possibility of an on-call rotation.
• Strong communication skills, both written and verbal.

Qualifications

• Candidate must be authorized to work in the U.S. without sponsorship.

Skills

• Technical support or system administration experience.
• Knowledge of Fortinet products, especially FortiGate Collection.
• Experience with troubleshooting and problem-solving in a technical support role.
• Strong communication skills.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k).
• 11 paid holidays, vacation time, and sick time.
• A comprehensive leave program.

Pay

Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

Schedule

Work in the office 4 days a week. Possibility of an on-call rotation.

Fortinet

Fortinet offers a variety of benefits including a comprehensive leave program, medical, dental, vision, life, and disability insurance, 401(k), and a competitive Total Rewards package. The company also participates in the Fortinet equity program and offers bonus eligibility at the discretion of the Company.