Senior Technical Support Specialist

Job Title: Senior Technical Support SpecialistFortinet, 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 will enhance our global Customer Success and Support function, providing exceptional customer service and technical help for our loyal customers and contribute to the success of our rapidly growing business.As a Senior Technical Support Specialist, you will:Provide 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 escalationWe are looking for a 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. A 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 4 days a week. Possibility of an on call rotation. Strong communication skills, both written and verbal.Must be authorized to work in the U.S. without sponsorship.Fortinet 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.Join the Fortinet TAC team in Atlanta, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet's core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet's high standards of excellence in cybersecurity solutions.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.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 View email address on click.appcast.io. 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.