About the position

Fortinet, a cybersecurity pioneer, is expanding its operations with a new global Innovation Hub in Atlanta, Georgia. This expansion includes the creation of a Technical Support Specialist role. The primary goal of this position is to serve as a support and escalation point for Fortinet customers and partners, aiming to enhance the global Customer Success and Support function. The role involves providing exceptional customer service and technical assistance, contributing to the company's growth. In addition to offering expertise in using Fortinet technology, the Specialist will collaborate with QA and development teams to resolve customer issues, identify solutions, and implement optimizations and improvements through replication and testing.

Responsibilities

• Provide troubleshooting expertise on the core Fortinet products, especially FortiGate.
• Collection, analysis, and recommendation of changes for 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 or product knowledge.
• Consult technical documentation, bulletins, and release notes for known problems.
• Reproduce 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 until case closure.
• Manage customer communications and expectations until case closure; conduct and lead customer management meetings regarding escalation.

Requirements

• 0-3 years of experience in a technical support or system administration role in a networking/security company or equivalent education.
• 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 problem-solving skills.
• Past experience using AI tools to help the effectiveness of day-to-day activities.
• Ability to work in the office 4 days a week.
• Possibility of an on Call rotation.
• Strong communication skills, both written and verbal.

Nice-to-haves

• Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• 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.

Benefits

• medical
• dental
• vision
• life and disability insurance
• 401(k)
• 11 paid holidays
• vacation time
• sick time
• comprehensive leave program
• Fortinet equity program