Technical Support Specialist

Technical Support SpecialistFortinet is looking for an experienced technical support specialist to join our Atlanta, GA office to provide exceptional customer service and technical help for our loyal customers.The candidate would join our support team that specializes in supporting the following Centralized Management & SOC Solutions from Fortinet:FortiAnalyzer -- Centralized Logging & ReportingFortiManager -- Centralized Configuration ManagementThe engineer will also interface with our QA and software development team to solve customer problems and identify bugs through replication and testing. Wherever possible, the products supported will be actively promoted while looking out for ways that Fortinet can improve both products and documentation.The ideal candidate is not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.As a Technical Support Specialist, you will:Provide direct technical web and telephone supportEnsure that reported issues are well understood and the needed information is collectedTroubleshooting FortiAnalyzer and FortiManagerRecommend corrective actions based on analysis of collected informationProvide Customer education where needed due to gaps in networking, product knowledge etc.Consult technical documentation, bulletins and release notes for known problemsReproduce customer environments using lab equipment and report bugsRecommend alternative solutions or workaroundsManage cases until case closure, taking the initiative to follow up internally as required to obtain changes or solutions needed to resolve the customer's issueManage customer communications and expectations until the closure of each caseProvide knowledge transfer to peer engineersWe are looking for:4+ years' experience in a technical support role in a networking/security company or equivalent educationStrong understanding of TCP/IP, routing protocols, L2/L3 switchesExperience with security products (especially firewalls and VPN gateways)Strong troubleshooting and problem-solving skillsPrevious experience providing technical support, preferably supporting data networking products and/or security products.Strong English skills both written and verbal.Good to have:Centralized Configuration Management ToolsSQL syntax & select statement designVM/Cloud EnvironmentsLinux administration (e.g., using YAML to update components) and troubleshooting (system files, processes, permissions).Educational requirement:Bachelor's degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirableFortinet 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.Why join us:We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe