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 $140k

$99k most similar roles pay here $179k

This listing doesn't post a salary. Most similar roles pay $114,000–$165,002.

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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The Technical Support Engineer joins the TAC team as a support and escalation point for customers and partners. This role involves providing troubleshooting expertise on core products like FortiGate, analyzing configuration information, and recommending corrective actions based on system data. The individual will also provide customer education, replicate environments on lab equipment to isolate issues, and collaborate with QA and development teams to identify optimizations through testing. Key responsibilities include managing technical cases until closure and leading customer management meetings. Required skills include 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 also requires experience using AI tools and knowledge management principles to solve complex cybersecurity problems.

Skills

FortiGate TCP/IP Routing Protocols L2/L3 Switching Firewalls IDS/IPS VPN Windows Unix Linux OSX AI Tools KCS® framework 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 and product knowledge to fill identified 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.
Communicate with customers to manage expectations 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.
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.
Strong troubleshooting, problem-solving, and communication skills in both written and verbal formats.
Bachelor’s degree in computer science, Software Engineering, or a related field (preferred).
Previous call center experience supporting data networking or security products (preferred).
Experience with AI tools for daily activities and KCS framework knowledge (preferred).

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