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Technical Support Specialist

Fortinet
United States, Georgia, Atlanta
Dec 24, 2024

As a Technical Support Engineer, you will:



  • Troubleshoot Fortinet's Secure Access Service Edge product, FortiSASE.
  • 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 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, Linux
  • Deep understanding of TCP/IP, routing protocols, L2/L3 switches
  • Strong understanding of BGP, Hub-and-Spoke technology, SDWAN
  • Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
  • Experience with security products -firewalls, IDS/IPS, VPN, virus scanning
  • Strong troubleshooting and problem-solving skills
  • Previous call center experience, preferably supporting data networking products and/or security products is desirable
  • Strong communication skills, both written and verbal


Educational Requirement:



  • Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.


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.

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