TAC Manager

Fortinet, a cybersecurity pioneer with over two decades of excellence, is dedicated to safeguarding people, devices, and data everywhere. As we continue to shape the future of cybersecurity, we are excited to announce the opening of our latest global Innovation Hub in Atlanta, Georgia. This expansion will include a team of Technical Support Specialists.

We are currently seeking a Manager to join our Customer Support & Success team, playing a pivotal role in managing the CS&S presence in Atlanta, and serving as a support and escalation point for Fortinet customers and partners. The goal of this role is to enhance our Customer Support and Success functions by providing exceptional customer service and technical assistance to our loyal customers, contributing to the continued success of our rapidly growing business.

In addition to their immediate role in Atlanta, the Support Manager will be part of the global team responsible for providing support towards both US-based including on-call and global follow-the-sun process during daytime hours. The Support Manager will be an escalation point and responsible for driving further engagement with other parts of Fortinet, including sales and account teams as well as QA and development, to solve customer problems through replication and testing, and identify improvements and fixes.

As a Technical Support Manager, you will:

• Manage a team of support experts handling a range of customer support needs including customer service and technical assistance.
• Manage a team by assigning tasks, monitoring progress, and ensuring timely completion.
• Provide technical leadership by sharing knowledge across the support team and assisting peers in complex situations.
• Manage customer communications and expectations throughout the case lifecycle, leading customer management meetings during escalations.
• Drive knowledge management processes, focusing on knowledge articles supporting scaleability and contributing to creation and evolution of standard operating procedures for team reference and training.
• Build a team and be able to substantially contribute technically to the team capabilities, which can provide deep security and networking expertise including but not limited to:
  • perform deep troubleshooting of Fortinet endpoint and network security products to resolve complex technical issues.
  • collect, analyze, and recommend changes to configuration information for optimal product performance.
  • gather and analyze customer system information to diagnose issues and recommend corrective actions.
  • provide customer education to address gaps in networking or product knowledge, ensuring better understanding and utilization.
  • consult technical documentation, bulletins, and release notes to stay informed about known problems and solutions.
  • reproduce customer environments on lab equipment, isolate and resolve problems, and propose potential new solutions.
  • follow up on technical cases, ensuring proper escalation and managing the case until resolution.
  • focus on continuous improvement by identifying opportunities for automation, optimization, and process enhancement, especially in the cloud.
  • automate manual routine tasks using scripts to improve efficiency.
• Provide on-call support as needed, ensuring timely resolution of urgent issues.

We Are Looking For:

• 5 years of experience in a technical support or system administration role within a networking/security company, or equivalent education and experience.
• A bachelor’s degree in computer science, Software Engineering, or a related field, or an equivalent combination of training and experience (preferred).
• Deep working knowledge of operating systems such as Windows, macOS, and Linux.
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
• Experience with security products, including firewalls, IDS/IPS, VPNs, and virus scanning solutions.
• Exceptional troubleshooting and problem-solving skills.
• Strong communication skills, both written and verbal.
• Must have a high degree of flexibility and adaptability to ensure success
• Experience with public cloud solutions

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.