Senior Technical Support Specialist

Fortinet

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Hybrid

Quick summary

Work type: Hybrid
Location: Atlanta, GA
Employment: Full-time
Posted: 90 days ago
Freshness: Confirmed live today
Nearby: 99+ roles within 25 mi

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Salary context

How this pay compares to similar roles

Similar $146k

$97k most similar roles pay here $193k

This listing doesn't post a salary. Most similar roles pay $117,000–$175,125.

Based on 240 similar postings.

Employer

About Fortinet

Fortinet is a US-based cybersecurity company best known for its FortiGate next-generation firewalls. It sells a broad security platform spanning network security, SD-WAN, endpoint protection, cloud security, and SIEM/SOC operations.

Fortinet currently has 57 open roles on FindRole.

Listed pay typically runs $150,000–$210,000 across 43 roles with salary data.

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At a glance

TL;DR · Senior Technical Support Specialist

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As a Senior Technical Support Specialist on the TAC team, you will serve as a critical support and escalation point for customers and partners. You will provide troubleshooting expertise for core products like FortiGate by analyzing configuration information, recommending corrective actions, and providing technical education to bridge knowledge gaps. Your daily work involves reproducing customer environments on lab equipment to isolate issues and collaborating with QA and development teams to identify optimizations through testing. To succeed, you must possess deep knowledge of Windows, OSX, and Unix/Linux operating systems, along with a strong understanding of TCP/IP, routing protocols, L2/L3 switching, and security products such as firewalls, IDS/IPS, VPN, and virus scanning. You will also utilize AI tools to enhance your workflow while managing complex technical cases through to resolution.

Skills

FortiGate TCP/IP Routing Protocols L2/L3 Switching Firewalls IDS/IPS VPN Windows OSX Unix Linux AI Tools KCS® framework Cybersecurity System Administration

What you'll do

Provide troubleshooting expertise for core Fortinet products, specifically FortiGate.
Analyze configuration and system information to recommend corrective actions for customers.
Educate customers on networking and product knowledge to fill identified gaps.
Replicate customer environments in a lab to isolate problems and test new solutions.
Manage the full lifecycle of technical cases from initial escalation to final closure.
Coordinate with QA and development teams to identify optimizations and software improvements.
Lead customer management meetings regarding escalated issues and manage communication expectations.

What we're looking for

Experience in technical support or system administration for networking/security companies or equivalent education.
Deep working knowledge of Windows, OSX, and Unix/Linux operating systems.
Strong understanding of TCP/IP, routing protocols, and L2/L3 switching.
Experience with security products such as firewalls, IDS/IPS, VPN, and virus scanning.
Bachelor’s degree in computer science, Software Engineering, or a related field (preferred).
Previous call center experience supporting data networking or security products (preferred).
Knowledge of KCS framework or knowledge management principles (preferred).

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