Job TitleSenior Technical Support SpecialistJob DescriptionFortinet, a cybersecurity pioneer with over two decades of excellence, is seeking to fill the Support Specialist role in our latest global Innovation Hub in Atlanta, Georgia. This role is a support and escalation point for Fortinet customers and partners with the goal of enhancing our global Customer Success and Support function, providing exceptional customer service and technical help for our loyal customers and to contribute to the success of our rapidly growing business. In addition to being able to provide firsthand expertise in the day to day use of Fortinet technology, this role will also interface with QA and development to solve customer problems and identify solutions, optimizations and improvements through replication and testing.ResponsibilitiesProvide troubleshooting expertise on the core Fortinet products - especially FortiGateCollection, analysis and change recommendations of configuration informationCollection and analysis of customer system informationRecommend corrective actions based on analysisProvide Customer education where needed due to gaps in networking, product knowledge etc.Consultation of technical documentation, bulletins and release notes for known problemsReproduction 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 escalationQualificationsCandidate with a minimum 3 plus years of experience in a technical support or system administration role in a networking/security company or equivalent educationBachelor's degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.Deep working knowledge of operating systems -- Windows, OSX, Unix/LinuxStrong understanding of TCP/IP, routing protocols, L2/L3 switching.Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.Strong troubleshooting and problem-solving skillsPast experience using AI tools to help the effectiveness of day-to-day activitiesPrevious 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 advantageAbility to work in the office 4 days a week.Possibility of an on Call rotationStrong communication skills, both written and verbalBenefitsFortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program.Wage ranges are based on various factors including the labor market, job type, and job level.
Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.All roles are eligible to participate in the Fortinet equity program, Bonus eligibility is reviewed at time of hire and annually at the Company's discretion.About UsFortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments.
Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses. We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at Fortinet is an equal opportunity employer.
We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.