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
Bachelor’s 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 problem-solving skills
Past experience using AI tools to help the effectiveness of day-to-day 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 4 days a week.
Possibility of an on Call 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 candidate's 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 Company’s 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 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 and is driven by the shared goal of maintaining Fortinet’s 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 well-being.
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 660,000+ customers around the globe.
