{"id":511589,"url":"https://alion.io/job/fortinet-senior-technical-support-specialist-5","title":"Senior Technical Support Specialist","company":{"id":52696,"name":"Fortinet","domain":"fortinet.com","url":"https://alion.io/company/fortinet-blog","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":87,"open_postings":175,"ghost_share":0,"stale_share":0.731,"repost_share":0,"time_to_fill_p50_days":2,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":183000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":415},"experience_years_min":3,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"FortiGate","optional":false},{"name":"Linux","optional":true},{"name":"TCP/IP","optional":true},{"name":"Unix","optional":true},{"name":"VPN","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-07-03T00:00:00Z","employer_posted_date":"2026-07-03","last_verified_at":"2026-10-19T08:39:20Z","board_verified":true,"closed_at":null,"days_open":108,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":108},"description":"Fortinet a cybersecurity pioneer with over two decades of excellence. Our mission is to safeguard people, devices, and data everywhere. As we continue to shape the future of cybersecurity, Fortinet recently announced the opening of our latest global Innovation Hub in Atlanta, Georgia, where our expansion will include a team of Technical Support Specialists. We are seeking to fill the Support Specialist role, a support and escalation point for Fortinet customers and partners with the goal ofenhancing our global Customer Success and Support function, providing exceptional customer service and technical help for our loyal customers andto contribute to the success of our rapidly growing business. In addition to being able to provide firsthand expertise in the day to day use of Fortinet technology, this role will also interface with QA and development to solve customer problems and identify solutions, optimizations and improvements through replication and testing.\nAs a Senior Technical Support Specialist, you will:\nProvide troubleshooting expertise on the core Fortinet products - especially FortiGate\nCollection, analysis and change recommendations of configuration information\nCollection and analysis of customer system information\nRecommend corrective actions based on analysis\nProvide Customer education where needed due to gaps in networking, product knowledge etc.\nConsultation of technical documentation, bulletins and release notes for known problems\nReproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.\nFollow up on technical cases including proper escalation and management of the case until case closure.\nManage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation\nWe Are Looking For:\nCandidate with a minimum 3 plus years of experience in a technical support or system administration role in a networking/security company or equivalent education\nBachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.\nDeep working knowledge of operating systems -- Windows, OSX, Unix/Linux\nStrong understanding of TCP/IP, routing protocols, L2/L3 switching.\nExperience with security products -firewalls, IDS/IPS, VPN, virus scanning.\nStrong troubleshooting and problem-solving skills\nPast experience using AI tools to help the effectiveness of day-to-day activities\nPrevious call center experience, preferably supporting data networking products and/or security products is desirable.\nA working understanding of knowledge management principles in daily workflow; KCS® framework experience is an added advantage\nAbility to work in the office 4 days a week.\nPossibility of an on Call rotation\nStrong communication skills, both written and verbal\nMust be authorized to work in the U.S. without sponsorship.\nFortinet 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.\nWage 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.\nAll 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.\nAbout Our Team:\nJoin 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\n\nWhy Join Us:\nWe 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.\nEmbark 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.","description_format":"text","description_chars":4692,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Information Security"],"lifecycle":[{"event":"open","at":"2026-09-07T15:13:53Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 125 · green card filings: 113","filings_12m":125,"filings_prev_12m":189,"green_card_filings_12m":113,"median_offered_wage_usd":157500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":2,"band":"cold","label":"Long shot","p_open":1,"p_active":0.086,"p_room":0.28,"age_days":108,"expected_fill_days":2,"reasons":["conf:10","stale_co","evergreen","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/fortinet-senior-technical-support-specialist-5","json_url":"https://alion.io/job/fortinet-senior-technical-support-specialist-5.json","meta":{"generated_at":"2026-10-19T13:12:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9433,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":52696},"rest":"https://alion.io/mcp/rest/get_company?id=52696"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffortinet-senior-technical-support-specialist-5"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffortinet-senior-technical-support-specialist-5"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffortinet-senior-technical-support-specialist-5"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fortinet-senior-technical-support-specialist-5\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffortinet-senior-technical-support-specialist-5"}]}