Sr Technical Support Specialist

Fortinet•Sunrise, FL

2h•Hybrid

About The Position

Fortinet is hiring a Senior Technical Support Specialist to support and escalate customer and partner issues, strengthen its global Customer Success and Support function, and provide technical assistance to customers. The role involves hands-on expertise with Fortinet technologies, particularly FortiGate, and collaboration with QA and development teams to reproduce customer problems, test solutions, and identify optimizations and improvements. The posting describes a new global Innovation Hub in Sunrise, Florida, and says the role requires working in the office 3–5 days a week.

Requirements

At least 3 years of experience in technical support or system administration in a networking or security company, or equivalent education.
Deep working knowledge of Windows, OSX, and Unix/Linux operating systems.
Strong understanding of TCP/IP, routing protocols, and Layer 2/Layer 3 switching.
Experience with security products such as firewalls, IDS/IPS, VPN, and virus scanning.
Strong troubleshooting and problem-solving skills.
Past experience using AI tools to improve day-to-day activities.
Ability to work in the office 3–5 days a week.
Strong written and verbal communication skills.

Nice To Haves

A bachelor’s degree in computer science, software engineering, or a related field, or an equivalent combination of training and experience.
Previous call center experience, preferably supporting data networking or security products.
Working understanding of knowledge management principles in daily workflow.
KCS framework experience.

Responsibilities

Troubleshoot core Fortinet products, especially FortiGate.
Collect and analyze configuration information and recommend changes.
Collect and analyze customer system information.
Recommend corrective actions based on analysis.
Educate customers when they have gaps in networking or product knowledge.
Consult technical documentation, bulletins, and release notes to identify known problems.
Reproduce customer environments using lab equipment, isolate and solve problems, and recommend potential solutions.
Follow up on technical cases, including appropriate escalation and case management through closure.
Manage customer communications and expectations until each case is closed.
Conduct and lead customer management meetings regarding escalations.
Interface with QA and development to solve customer problems and identify solutions, optimizations, and improvements through replication and testing.