Senior Technical Support Specialist
Fortinet · Atlanta, GA · Technical Support
Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Senior Technical Support Specialist to contribute to the success of our rapidly growing business.
As a Senior Technical Support Specialist, you will:
- Work alongside members of our support organization to identify and diagnose the root cause of our customers’ technical issues.
- Take ownership of escalated support cases and ensure each one is managed through to resolution to the customer’s satisfaction.
- Be responsible for replicating problem scenarios, analyzing logs, and identifying workarounds
- Work with our R&D team to clearly communicate bugs and test fixes and ensure speedy resolutions for customers
- Work on tools to assist others with future debugging and contribute supportability enhancement requests for our program of ongoing product improvement
- Become a specialist in our Data Loss Prevention and Insider Risk Management solution, and be able to provide expert advice to our customers and partners
We Are Looking For:
An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:
- Candidate with 5+ 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, Mac, Linux and associated tools
- Strong understanding of TCP/IP
- Experience with endpoint security products, firewalls, IDS/IPS, VPN, and networking.
- Strong troubleshooting and problem solving skills
- Has experience with REST APIs and JSON
- Has some level of programming or scripting skills, e.g. Python, Java script or Shell scripting
- A genuine interest in learning about new technologies
- Strong communication skills, both written and verbal.
It is also considered a bonus if you have:
- Experience working with Data Loss Prevention (DLP) software
- A practical understanding of how data is protected at rest and in transit, including the particulars of TLS, PKI, encryption, key management, identity management and RBAC
- Experience with Kubernetes, Google Cloud, or Amazon Web Services (AWS) is a plus
Why Join Us:
At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.