Sr Technical Support Specialist

Position Overview

Fortinet is 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, we are expanding our global footprint with the opening of a new Innovation Hub in Atlanta, Georgia. We are looking for a Senior Technical Support Specialist to serve as a support and escalation point for Fortinet customers and partners, enhancing our global Customer Success and Support function by providing exceptional customer service and technical assistance.

In this role, you will leverage your firsthand expertise in Fortinet technology, collaborate with QA and development teams to resolve customer issues, and identify solutions, optimizations, and improvements through replication and testing. Join the Fortinet TAC team in Atlanta—a collaborative, inclusive, and innovative environment that values continuous learning and teamwork. We encourage candidates from all backgrounds to apply and enjoy a competitive Total Rewards package.

Compensation: Wage ranges are based on factors such as subject knowledge, skill level, qualifications, experience, and geographic location.

Key Responsibilities

• Provide troubleshooting expertise on core Fortinet products, especially FortiGate.
• Collect, analyze, and recommend changes based on configuration and customer system information.
• Recommend corrective actions based on in-depth technical analysis.
• Educate customers to bridge gaps in networking and product knowledge.
• Consult technical documentation, bulletins, and release notes to resolve known issues.
• Reproduce customer environments on lab equipment to isolate and resolve problems.
• Manage the escalation process, customer communications, and follow through until case closure.
• Conduct and lead customer management meetings regarding escalations.

Required Qualifications

• Minimum of 3+ years' experience in a technical support or system administration role within a networking/security environment, or equivalent education.
• Bachelor’s degree in Computer Science, Software Engineering, or a related field, or an equivalent combination of training and experience. Deep working knowledge of operating systems (Windows, OSX, Unix/Linux).
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switching.
• Experience with security products such as firewalls, IDS/IPS, VPN, and virus scanning.
• Excellent troubleshooting and problem-solving skills.
• Experience using AI tools to enhance day-to-day operations.
• Previous call center experience supporting data networking and/or security products is desirable.
• Understanding of knowledge management principles with exposure to the KCS® framework is an advantage.
• Ability to work in-office 3-5 days a week with the possibility of an on-call rotation.
• Strong communication skills, both written and verbal.

Benefits & Perks

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) plan
• 11 paid holidays, vacation time, sick time, and a comprehensive leave program
• Participation in the Fortinet equity program
• Bonus eligibility reviewed at the time of hire and annually
• Competitive benefits and Total Rewards package to support your overall health and financial well-being