Fortinet · 5 months ago
Senior Technical Support Specialist
Atlanta, GA
Full-time
Onsite
Mid, Senior Level
3+ years expFortinet is a cybersecurity pioneer with over two decades of excellence, dedicated to safeguarding people, devices, and data everywhere. They are seeking a Senior Technical Support Specialist to enhance their global Customer Success and Support function by providing exceptional customer service and technical help, troubleshooting core Fortinet products, and collaborating with QA and development teams to solve customer problems.
Cyber SecurityMobileNetwork SecuritySecurity
Responsibilities
Provide troubleshooting expertise on the core Fortinet products - especially FortiGate
Collection, analysis and change recommendations of configuration information
Collection and analysis of customer system information
Recommend corrective actions based on analysis
Provide Customer education where needed due to gaps in networking, product knowledge etc
Consultation of technical documentation, bulletins and release notes for known problems
Reproduction 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 escalation
Qualification
Required
Candidate with a minimum 3 plus years of experience in a technical support or system administration role in a networking/security company or equivalent education
Bachelor'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/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
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
Ability to work in the office 3-5 days a week
Possibility of an on-Call rotation
Strong communication skills, both written and verbal
Benefits
Medical, dental, vision, life and disability insurance
401(k)
11 paid holidays
Vacation time
Sick time
Comprehensive leave program
Company
Fortinet
Fortinet is a provider of network security appliances that include firewalls, security gateways, and complementary products. It is a sub-organization of Fortinet Federal.
10001+ employees
H1B Sponsorship
Fortinet has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (200)
2024 (152)
2023 (155)
2022 (175)
2021 (139)
2020 (161)
Funding
Current Stage
Public CompanyTotal Funding
$89MKey Investors
Meritech Capital PartnersDEFTA Partners
2009-11-18IPO
2004-03-03Series Unknown· $50M
2003-08-29Series D· $30M
Leadership Team
Ken Xie
Founder and Chief Executive Officer
Michael Xie
Founder, President & CTO
Recent News
2026-01-11
dcm.com
2025-12-31
Company data provided by crunchbase