Fortinet · 3 months ago
Technical Support Specialist
Atlanta, GA
Full-time
Onsite
Mid Level
4+ years expFortinet is looking for an experienced Technical Support Specialist to join their Atlanta office to provide exceptional customer service and technical help for their loyal customers. The role involves troubleshooting FortiAnalyzer and FortiManager, managing customer communications, and providing knowledge transfer to peer engineers.
Cyber SecurityMobileNetwork SecuritySecurity
Responsibilities
Provide direct technical web and telephone support
Ensure that reported issues are well understood and the needed information is collected
Troubleshooting FortiAnalyzer and FortiManager
Recommend corrective actions based on analysis of collected information
Provide Customer education where needed due to gaps in networking, product knowledge etc
Consult technical documentation, bulletins and release notes for known problems
Reproduce customer environments using lab equipment and report bugs
Recommend alternative solutions or workarounds
Manage cases until case closure, taking the initiative to follow up internally as required to obtain changes or solutions needed to resolve the customer's issue
Manage customer communications and expectations until the closure of each case
Provide knowledge transfer to peer engineers
Qualification
Required
4+ years' experience in a technical support role in a networking/security company or equivalent education
Strong understanding of TCP/IP, routing protocols, L2/L3 switches
Experience with security products (especially firewalls and VPN gateways)
Strong troubleshooting and problem-solving skills
Previous experience providing technical support, preferably supporting data networking products and/or security products
Strong English skills both written and verbal
Bachelor's degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
Preferred
Centralized Configuration Management Tools
SQL syntax & select statement design
VM/Cloud Environments
Linux administration (e.g., using YAML to update components) and troubleshooting (system files, processes, permissions)
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
2026-01-14
2026-01-13
2026-01-12
Company data provided by crunchbase