Technical Support Specialist
Lacework
IT, Customer Service
Atlanta, GA, USA
Posted on May 16, 2025
Technical Support Specialist
Atlanta, GA, United States
Job Info
- Job Identification 19579
- Job Category Technical Support
- Posting Date 2025-04-30, 12:29 p.m.
- Locations Atlanta, GA, United States
- Job Schedule Full time
Job Description
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.
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