Senior Technical Support Specialist

Fortinet • Atlanta, GA

107d

About The Position

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Senior Technical Support Specialist to contribute to the success of our rapidly growing business.

Requirements

• Candidate with 5+ years of experience in a technical support or system administration role in a networking/security company or equivalent education.
• Deep working knowledge of operating systems -- Windows, Mac, Linux and associated tools.
• Strong understanding of TCP/IP.
• Experience with endpoint security products, firewalls, IDS/IPS, VPN, and networking.
• Strong troubleshooting and problem solving skills.
• Has experience with REST APIs and JSON.
• Has some level of programming or scripting skills, e.g. Python, Java script or Shell scripting.
• A genuine interest in learning about new technologies.
• Strong communication skills, both written and verbal.

Nice To Haves

• Experience working with Data Loss Prevention (DLP) software.
• A practical understanding of how data is protected at rest and in transit, including the particulars of TLS, PKI, encryption, key management, identity management and RBAC.
• Experience with Kubernetes, Google Cloud, or Amazon Web Services (AWS) is a plus.

Responsibilities

• Work alongside members of our support organization to identify and diagnose the root cause of our customers’ technical issues.
• Take ownership of escalated support cases and ensure each one is managed through to resolution to the customer’s satisfaction.
• Be responsible for replicating problem scenarios, analyzing logs, and identifying workarounds.
• Work with our R&D team to clearly communicate bugs and test fixes and ensure speedy resolutions for customers.
• Work on tools to assist others with future debugging and contribute supportability enhancement requests for our program of ongoing product improvement.
• Become a specialist in our Data Loss Prevention and Insider Risk Management solution, and be able to provide expert advice to our customers and partners.

What This Job Offers

• Career Level: Senior
• Number of Employees: 51-100 employees