Senior Technical Support Specialist
About The Position
Fortinet is seeking a Senior Technical Support Specialist to support and escalate customer and partner cases as part of its global Customer Success and Support function. The role provides technical assistance and customer service, shares practical expertise in Fortinet technology, and works with QA and development teams to reproduce and test customer issues and identify solutions, optimizations, and product improvements. The specialist will troubleshoot Fortinet products, especially FortiGate; collect and analyze configuration and system information; recommend corrective actions; and educate customers where needed. The role also involves consulting technical documentation, bulletins, and release notes; recreating customer environments in a lab; isolating and resolving problems; and managing technical cases, escalations, and customer communications through case closure. The position is with Fortinet’s Atlanta TAC team and requires working in the office four days a week. An on-call rotation may be possible.
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 four 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 products and/or security products.
- Working understanding of knowledge management principles in daily workflow.
- Experience with the KCS® framework.
Responsibilities
- Provide troubleshooting expertise on Fortinet products, especially FortiGate.
- Collect and analyze configuration information and recommend configuration changes.
- Collect and analyze customer system information.
- Recommend corrective actions based on analysis.
- Educate customers about gaps in networking or product knowledge as needed.
- 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 and manage appropriate escalation through case closure.
- Manage customer communications and expectations until case closure.
- Conduct and lead customer management meetings regarding escalations.
- Work with QA and development to reproduce and test customer problems and identify solutions, optimizations, and improvements.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401(k)
- 11 paid holidays
- Vacation time
- Sick time
- Comprehensive leave program
- Equity program eligibility
- Potential bonus eligibility, reviewed at hire and annually at the company's discretion
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
