Senior Technical Support Specialist

Fortinet • Atlanta, GA

10d • Onsite

About The Position

Fortinet a cybersecurity pioneer with over two decades of excellence. Our mission is to safeguard people, devices, and data everywhere. As we continue to shape the future of cybersecurity, Fortinet recently announced the opening of our latest global Innovation Hub in Atlanta, Georgia, where our expansion will include a team of Technical Support Specialists. We are seeking to fill the Support Specialist role, a support and escalation point for Fortinet customers and partners with the goal of enhancing our global Customer Success and Support function, providing exceptional customer service and technical help for our loyal customers and to contribute to the success of our rapidly growing business. I n addition to being able to provide firsthand expertise in the day to day use of Fortinet technology, this role will also interface with QA and development to solve customer problems and identify solutions, optimizations and improvements through replication and testing. As a Senior Technical Support Specialist, you will: 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

Requirements

• 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
• Ability to work in the office 4 days a week.
• Possibility of an on Call rotation
• Strong communication skills, both written and verbal

Nice To Haves

• 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

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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior