Technical Support Engineer

About the Role

Fortinet, a cybersecurity pioneer with over two decades of excellence, is expanding its global presence with a new Innovation Hub in Atlanta, Georgia. We are seeking a Senior Technical Support Specialist to join our team, providing exceptional customer service and technical support for our loyal customers. This role will serve as a support and escalation point for Fortinet customers and partners, contributing to the success of our rapidly growing business.

Responsibilities

• Provide troubleshooting expertise on core Fortinet products, especially FortiGate.
• Collection, analysis, and change recommendations of configuration information.
• Collection and analysis of customer system information.
• Recommend corrective actions based on analysis.
• Provide customer education to address gaps 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 problems.
• Follow up on technical cases, including proper escalation and management until case closure.
• Manage customer communications and expectations until case closure.
• Conduct and lead customer management meetings regarding escalations.

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.
• 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 enhance day-to-day activities.
• Previous call center experience, preferably supporting data networking and/or security products.
• Working understanding of knowledge management principles; KCS® framework experience is a plus.
• Ability to work in the office 3-5 days a week.
• Possibility of on-call rotation.
• Strong communication skills, both written and verbal.

About Our Team

Join the Fortinet TAC team in Atlanta, known for its collaborative ethos. We work seamlessly with global customers, internal engineering teams, and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet’s core values of openness, teamwork, and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions.

Why Join Us

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k) plan.
• 11 paid holidays.
• Vacation and sick time.
• Comprehensive leave program.