What are the responsibilities and job description for the Technical Support Specialist position at Candidate Experience site?
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. Fortinet is growing and we are looking to hire Senior Technical Support Specialist for our Atlanta, GA location to troubleshoot Fortinet’s Secure Access Service Edge product, FortiSASE.
As a Senior Technical Support Specialist, 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 understanding of OSI model, routing and switching in L2/L3
- Strong understanding of BGP, IPsec/ADVPN, SDWAN
- Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
- Experience with security products - Firewalls, IDS/IPS, Antimalware
- Deep working knowledge of operating systems - Windows, Mac, Linux
- Strong troubleshooting and problem-solving skills
- Previous call center experience. 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.
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.
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