Senior Technical Support Specialist

Fortinet•Atlanta, GA

4d•Hybrid

About The Position

Fortinet, a cybersecurity pioneer, is expanding its global Innovation Hub in Atlanta, Georgia, by hiring Technical Support Specialists. This role serves as a support and escalation point for Fortinet customers and partners, aiming to enhance the global Customer Success and Support function. The specialist will provide exceptional customer service and technical assistance, contributing to the company's growth. Responsibilities include offering firsthand expertise in Fortinet technology, interfacing with QA and development to solve customer problems, and identifying solutions and improvements through replication and testing.

Requirements

Candidate with a minimum 3 plus 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, 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
Ability to work in the office 4 days a week.
Possibility of an on Call rotation
Strong communication skills, both written and verbal

Nice To Haves

Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
Previous call center experience, preferably supporting data networking products and/or security products is desirable.
A working understanding of knowledge management principles in daily workflow; KCS® framework experience is an added advantage

Responsibilities

Provide troubleshooting expertise on the 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 where needed due to gaps in networking, product knowledge etc.
Consultation of technical documentation, bulletins and release notes for known problems
Reproduction of 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