Fortinet TAC Manager 

United States, Georgia, Atlanta 

611597434

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

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.

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.