Senior Technical Support Specialist

Fortinet•Atlanta, GA

8d•Hybrid

About The Position

Fortinet, a cybersecurity pioneer, is expanding its global Customer Success and Support function with the opening of a new Innovation Hub in Atlanta, Georgia. This role serves as a support and escalation point for Fortinet customers and partners, aiming to enhance customer success by providing exceptional service and technical assistance. The Senior Technical Support Specialist will leverage firsthand expertise in Fortinet technology, collaborate with QA and development teams to resolve customer issues, and identify solutions and improvements through replication and testing.

Requirements

Minimum of 3 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.
Must be authorized to work in the U.S. without sponsorship.

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 recommendation of changes for configuration information.
Collection and analysis of customer system information.
Recommend corrective actions based on analysis.
Provide customer education on networking and product knowledge gaps.
Consult technical documentation, bulletins, and release notes for known problems.
Reproduce customer environments on lab equipment to isolate and solve problems, and recommend potential new solutions.
Follow up on technical cases, including proper escalation and management until case closure.
Manage customer communications and expectations until case closure, and conduct/lead customer management meetings regarding escalations.