Senior Technical Support Specialist
Not Disclosed•Full-TimeHybrid
location_onGeorgia State University, 33, Gilmer Street Southeast, Five Points, Old Fourth Ward, Atlanta, Fulton County, Georgia, 30303, United States
Join the Fortinet Technical Assistance Center (TAC) team in Atlanta, a hub of our latest global Innovation Hub. Known for its collaborative ethos, our team works seamlessly with global customers, internal engineering teams, and product development groups. We embrace Fortinet’s core values of openness, teamwork, and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration, driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions.
As a Senior Technical Support Specialist, you will serve as a critical support and escalation point for Fortinet customers and partners. This role exists to enhance our global Customer Success and Support function by providing exceptional customer service and technical assistance to our loyal customer base. You will act as a bridge between our users and our engineering teams, interfacing with QA and development to solve customer problems, identify solutions, and drive optimizations through replication and testing.
In your day-to-day, you will provide firsthand expertise on the core use of Fortinet technology, particularly FortiGate. Your work involves collecting and analyzing configuration and system information to recommend corrective actions, reproducing customer environments in the lab to isolate issues, and managing customer communications and expectations from initial contact through case closure. You will also play a key role in customer education, addressing gaps in networking or product knowledge, and utilizing knowledge management principles to improve our collective workflow.
Fortinet is committed to bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe. We encourage candidates from all backgrounds and identities to apply for this challenging, enjoyable, and rewarding career journey. For more information on the application process, please visit our careers page.
Fortinet is an equal opportunity employer. We offer a supportive work environment and a competitive Total Rewards package to support your overall health and financial well-being. We consider qualified applicants regardless of background, identity, or experience.
Work model: Hybrid
Georgia State University, 33, Gilmer Street Southeast, Five Points, Old Fourth Ward, Atlanta, Fulton County, Georgia, 30303, United States
Atlanta, Georgia
Bachelor's degree in computer science, Software Engineering or related field. Previous call center experience supporting data networking products and/or security products. KCS® framework experience.
Skills: Fortigate, Windows, Osx, Unix/linux, Tcp/ip, Routing Protocols, L2/L3 Switching, Firewalls, Ids/ips, VPN.
Education: Bachelor's in Computer Science, Software Engineering or related field.
