Senior Technical Support Specialist
Senior Technical Support Specialist
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1 Vacancy
Job Description
Fortinet a cybersecurity pioneer with over two decades of excellence. Our mission is to safeguard people devices and data everywhere. As we continue to shape the future of cybersecurity Fortinet recently announced the opening of our latest global Innovation Hub in Atlanta Georgia where our expansion will include a team of Technical Support Specialists. We are seeking to fill theSupportSpecialist rolea support and escalation point for Fortinet customers and partnerswith the goal of enhancing our global Customer Success and Support function providing exceptional customer service and technical help for our loyal customers and to contribute to the success of our rapidly growing business. In addition to being able to provide firsthand expertise in the day to day use of Fortinet technology this role will also interface with QA and development to solve customer problems and identify solutions optimizations and improvements through replication and testing.
As a Senior Technical Support Specialist you will:
- Provide troubleshooting expertise on the core Fortinet products especially FortiGate
- Collection analysis and change recommendations of configuration information
- Collection and analysis of customer system information
- Recommend corrective actions based on analysis
- Provide Customer education where needed due to gaps in networking product knowledge etc.
- Consultation of technical documentation bulletins and release notes for known problems
- Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
- Follow up on technical cases including proper escalation and management of the case until case closure.
- Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
We Are Looking For:
- Candidate with a minimum 3 plus years of experience in a technical support or system administration role in a networking/security company or equivalent education
- Bachelors degree in computer science Software Engineering or related field or an equivalent combination of training and experience is desirable.
- Deep working knowledge of operating systems Windows OSX Unix/Linux
- Strong understanding of TCP/IP routing protocols L2/L3 switching.
- Experience with security products firewalls IDS/IPS VPN virus scanning.
- Strong troubleshooting and problemsolving skills
- Past experience using AI tools to help the effectiveness of daytoday activities
- Previous call center experience preferably supporting data networking products and/or security products is desirable.
- A working understanding of knowledge management principles in daily workflow; KCS framework experience is an added advantage
- Ability to work in the office 35 days a week
- Possibility of an onCall rotation
- Strong communication skills both written and verbal
Fortinet offers employees a variety of benefits including medical dental vision life and disability insurance 401(k) 11 paid holidays vacation time and sick time as well as a comprehensive leave program.
Wage ranges are based on various factors including the labor market job type and job level. Exact salary offers will be determined by factors such as the candidates subject knowledge skill level qualifications experience and geographic location.
All roles are eligible to participate in the Fortinet equity program Bonus eligibility is reviewed at time of hire and annually at the Companys discretion.
About Our Team:
Join the Fortinet TAC team in Atlanta known for its collaborative ethos working seamlessly with global customers internal engineering teams and product development groups. Our team culture emphasizes continuous learning innovation and a strong commitment to customer satisfaction. We embrace Fortinets 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 and is driven by the shared goal of maintaining Fortinets high standards of excellence in cybersecurity solutions
Why Join Us:
We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial wellbeing.
Embark on a challenging enjoyable and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660000 customers around the globe.
Required Experience:
Senior IC
Employment Type
Full-Time
