Senior Technical Support Specialist

Job Description

Fortinet, a cybersecurity pioneer with over two decades of excellence, is building a new global Innovation Hub in Atlanta, Georgia. We are hiring a Technical Support Specialist to serve as a support and escalation point for Fortinet customers and partners, enhancing our global Customer Success and Support function. The role involves providing exceptional customer service, technical assistance, and collaborating with QA and development teams to solve problems and improve solutions.

• Provide troubleshooting expertise on core Fortinet products, especially Forti Gate.
• Collect, analyze, and recommend changes to configuration information.
• Gather and analyze customer system information.
• Recommend corrective actions based on analysis.
• Offer customer education when gaps exist in networking or product knowledge.
• Consult technical documentation, bulletins, and release notes for known issues.
• Replicate customer environments in lab equipment to isolate and solve problems and suggest new solutions.
• Follow up on technical cases, including proper escalation, management, and case closure.
• Manage customer communications and expectations until case closure, and lead customer management meetings on escalations.

• Minimum 3 years of experience in technical support or system administration at a networking or security company, or equivalent education.
• Bachelor’s degree in computer science, software engineering, or related field, or comparable combination of training and experience.
• Deep working knowledge of Windows, macOS, and Unix/Linux operating systems.
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switching.
• Experience with security products: firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem‑solving skills.
• Experience with AI tools to improve daily activities.
• Previous call‑center experience, preferably supporting data networking or security products.
• Knowledge management principles in daily workflow; KCS framework experience is an advantage.
• Ability to work in the office 4 days a week; on‑call rotation possible.
• Excellent written and verbal communication skills.

Fortinet offers medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, sick time, and a comprehensive leave program. Salary ranges depend on market and individual qualifications. All roles may participate in the Fortinet equity program and are subject to bonus eligibility.

Fortinet is an equal‑opportunity employer and provides reasonable accommodations for qualified individuals with disabilities. Contact  for assistance. We value diversity and comply with all applicable civil‑rights laws.