Senior Technical Support Specialist

Fortinet, a cybersecurity pioneer with over two decades of excellence, is dedicated to safeguarding people, devices, and data worldwide. We are expanding our global presence with a new Innovation Hub in Atlanta, Georgia, and are seeking a Support Specialist to be a key support and escalation point for our customers and partners. This role aims to enhance our Customer Success and Support functions by providing exceptional service, technical expertise, and collaborating with QA and development teams to resolve customer issues and improve our solutions.

• Provide troubleshooting expertise on core Fortinet products, especially Forti Gate.
• Analyze and recommend changes to configuration information.
• Gather and analyze customer system information.
• Suggest corrective actions based on your analysis.
• Educate customers on networking and product knowledge as needed.
• Consult technical documentation, bulletins, and release notes for known issues.
• Reproduce customer environments in lab settings to isolate and resolve problems, and propose new solutions.
• Follow up on technical cases, ensuring proper escalation and case management until resolution.
• Manage customer communications and expectations, including conducting escalation meetings.

• At least 3 years of experience in technical support or system administration in networking/security or equivalent education.
• Bachelor's degree in computer science, Software Engineering, or related fields, or equivalent experience.
• Strong knowledge of operating systems such as Windows, macOS, Unix/Linux.
• Understanding of TCP/IP, routing protocols, L2/L3 switching.
• Experience with security products like firewalls, IDS/IPS, VPNs, and virus scanning.
• Excellent troubleshooting and problem-solving skills.
• Experience using AI tools to enhance daily activities.
• Previous call center experience supporting data networking or security products is preferred.
• Familiarity with knowledge management principles and KCS framework is a plus.
• Ability to work in-office 3-5 days a week and participate in on-call rotations.
• Strong verbal and written communication skills.

Fortinet offers comprehensive benefits, including health insurance, 401(k), paid holidays, and more. Salary ranges depend on experience, skills, and location. All roles are eligible for our equity program, with bonus eligibility reviewed at hire and annually.

Join our Atlanta TAC team, known for collaboration, continuous learning, and innovation. We support each other, share knowledge, and leverage AI to solve complex challenges, maintaining high standards in cybersecurity solutions.

We welcome applicants from diverse backgrounds and offer a supportive environment with competitive rewards. Embark on a rewarding career with Fortinet, impacting over 660,000 customers worldwide.