Senior Technical Support Specialist

Fortinet

Confirmed live yesterday High trust

Hybrid

Quick summary

Work type: Hybrid
Location: Atlanta, GA
Employment: Full-time
Posted: 90 days ago
Freshness: Confirmed live yesterday
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, you will join the TAC team to serve as a critical support and escalation point for customers and partners. You will provide troubleshooting expertise on core products like FortiGate, analyze configuration information, and recommend corrective actions while providing customer education regarding networking and product knowledge. Your daily responsibilities include reproducing customer environments on lab equipment to isolate issues, collaborating with QA and development teams to identify optimizations, and managing the full lifecycle of technical cases through to closure. The role requires deep working 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 daily workflow and technical problem-solving efforts.

Skills

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

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.
Consult technical documentation, bulletins, and release notes to resolve known issues.
Replicate customer environments on lab equipment to isolate problems and test new solutions.
Manage the full lifecycle of technical cases from initial escalation to final closure.
Lead customer management meetings to communicate expectations regarding escalated issues.
Interface with QA and development teams to identify product optimizations and improvements.

What we're looking for

Experience in technical support or system administration in a networking/security company 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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