Senior Technical Support Specialist

Fortinet

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Hybrid

Quick summary

Work type: Hybrid
Location: Sunnyvale, CAAtlanta, GAFrisco, TX
Employment: Full-time
Posted: 44 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 customer education regarding networking and product knowledge. Your daily work involves 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 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 like firewalls, IDS/IPS, VPN, and virus scanning. You will also utilize AI tools and knowledge management principles to resolve complex cybersecurity challenges.

Skills

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

What you'll do

Provide troubleshooting expertise for core Fortinet products, specifically FortiGate.
Collect and analyze customer configuration and system information to recommend corrective actions.
Provide technical education to customers regarding networking and product knowledge gaps.
Consult technical documentation, bulletins, and release notes to identify 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.
Manage customer communications and lead meetings regarding escalated issues.

What we're looking for

Experience in technical support or system administration for networking/security companies or equivalent education.
Bachelor’s degree in computer science, software engineering, or a related field (preferred).
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 including firewalls, IDS/IPS, VPN, and virus scanning.
Past experience in a call center supporting data networking or security products (preferred).
Understanding of knowledge management principles; KCS® framework experience is an added advantage (preferred).
Experience using AI tools to enhance day-to-day activities (preferred).

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