Senior Technical Support Specialist

Fortinet

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Quick summary

Work type: On-site
Location: Atlanta, GA
Employment: Full-time
Posted: 47 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 $142k

$99k most similar roles pay here $179k

This listing doesn't post a salary. Most similar roles pay $116,492–$166,625.

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 85 open roles on FindRole.

Listed pay typically runs $150,000–$183,000 across 61 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 by analyzing configuration information, recommending corrective actions, and providing customer education regarding networking and product knowledge. Your daily responsibilities include reproducing customer environments on lab equipment to isolate problems, collaborating with QA and development teams to identify optimizations, and managing the full lifecycle of technical cases through proper escalation and communication. 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 solve complex technical challenges.

Skills

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

What you'll do

Provide troubleshooting expertise for core Fortinet products, specifically FortiGate.
Analyze customer configuration and system information to recommend corrective actions.
Educate customers on networking and product knowledge to bridge technical gaps.
Consult technical documentation, bulletins, and release notes to resolve known issues.
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.
Lead customer management meetings to communicate expectations during high-priority escalations.

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 including 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 principles (preferred).
Experience using AI tools to enhance day-to-day activities (preferred).

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