Technical Support Engineer

Fortinet

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Hybrid

Quick summary

Work type: Hybrid
Location: Atlanta, GA
Employment: Full-time
Posted: 20 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 $139k

$99k most similar roles pay here $179k

This listing doesn't post a salary. Most similar roles pay $113,925–$164,999.

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 · Technical Support Engineer

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Technical Support Engineer will join the TAC team as a support and escalation point for customers and partners to enhance global customer success functions. The role involves providing troubleshooting expertise on core Fortinet products, specifically FortiGate, while performing configuration analysis and recommending corrective actions. Day-to-day responsibilities include reproducing customer environments on lab equipment to isolate problems, collaborating with QA and development teams to identify optimizations, and managing technical cases through closure. Candidates 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 like firewalls, IDS/IPS, VPN, and virus scanning. The role requires proficiency in using AI tools for daily tasks and an understanding of knowledge management principles to solve complex technical challenges within the cybersecurity domain.

Skills

FortiGate TCP/IP Routing Protocols L2/L3 Switching Firewalls IDS/IPS VPN Windows Unix Linux OSX AI Tools KCS System Administration 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 concepts and product knowledge where gaps exist.
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 report through final closure.
Lead customer management meetings and manage expectations during high-priority escalations.
Interface with QA and development teams to identify product optimizations and improvements.

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.
Previous call center experience supporting data networking or security products (preferred).
Knowledge of KCS framework and knowledge management principles (preferred).
Past experience using AI tools to improve day-to-day activities (preferred).

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