Sr Technical Support Specialist

About the Role

Fortinet, a cybersecurity pioneer, is opening a global Innovation Hub in Atlanta, Georgia to house a team of Technical Support Specialists. The Support Specialist will serve as a support and escalation point for Fortinet customers and partners, advancing our Customer Success and Support function through exceptional customer service and technical help. In addition to providing hands‑on expertise with Fortinet technology, this role will collaborate with QA and development to resolve customer issues, identify solutions, and drive improvements through replication and testing.

• Provide troubleshooting expertise on core Fortinet products—especially Forti Gate.
• Collect, analyze, and recommend configuration changes.
• Collect and analyze customer system information.
• Recommend corrective actions based on analysis.
• Educate customers on networking and product knowledge gaps.
• Consult technical documentation, bulletins, and release notes for known issues.
• Reproduce customer environments on lab equipment, isolate problems, and propose new solutions.
• Follow up on technical cases, ensuring proper escalation and case closure.
• Manage customer communications and expectations until each case is closed and lead management meetings regarding escalations.

• Minimum 3+ years of technical support or system administration experience in a networking or security company, or equivalent education.
• Bachelor’s degree in computer science, software engineering, or related field, or an equivalent combination of training and experience.
• Deep working knowledge of operating systems—Windows, macOS, 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 enhance day‑to‑day activities.
• Previous call‑center experience, preferably supporting data networking or security products.
• Understanding of knowledge‑management principles; KCS framework experience is a plus.
• Ability to work in the office 3–5 days a week.
• Possibility of on‑call rotation.
• Strong written and verbal communication skills.

Fortinet offers medical, dental, vision, life, and disability insurance, a 401(k), 11 paid holidays, vacation and sick time, and a comprehensive leave program.

Wage ranges depend on market, role, level, skills, experience, and location. Salary offers are determined by subject knowledge, skill level, qualifications, and geographic location. All roles are eligible for the Fortinet equity program; bonus eligibility is reviewed at hire and annually.

Join the Fortinet TAC team in Atlanta, known for its collaborative ethos and seamless work with global customers, internal engineering, and product development. Our culture values continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace openness, teamwork, and innovation, fostering knowledge sharing and AI‑driven problem‑solving.

Fortinet welcomes candidates from all backgrounds and identities. We offer a supportive work environment and a competitive total rewards package to support your health and financial well‑being. Embark on a challenging, enjoyable, and rewarding career that has a lasting impact on our 660,000+ customers worldwide.