Customer Support Jobs at Fortinet with Visa Sponsorship
Fortinet's Customer Support roles span technical triage, enterprise client management, and network security troubleshooting across a global workforce. Fortinet has a consistent track record of sponsoring international talent in this function, making it a realistic target for candidates on H-1B, OPT, or TN status.
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Get Access To All JobsINTRODUCTION
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 of enhancing our global Customer Success and Support function, providing exceptional customer service and technical help for our loyal customers and to 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.
ROLE AND RESPONSIBILITIES
As a Senior Technical Support Specialist, you will:
- Provide troubleshooting expertise on the core Fortinet products - especially FortiGate
- 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
BASIC QUALIFICATIONS
We Are Looking For:
- Candidate with a minimum 3 plus years of experience in a technical support or system administration role in a networking/security company or equivalent education
- Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
- Deep working knowledge of operating systems -- Windows, OSX, Unix/Linux
- Strong understanding of TCP/IP, routing protocols, L2/L3 switching.
- Experience with security products - firewalls, IDS/IPS, VPN, virus scanning.
- Strong troubleshooting and problem-solving skills
- Past experience using AI tools to help the effectiveness of day-to-day activities
- Previous call center experience, preferably supporting data networking products and/or security products is desirable.
- A working understanding of knowledge management principles in daily workflow; KCS® framework experience is an added advantage
- Ability to work in the office 4 days a week.
- Possibility of an on Call rotation
- Strong communication skills, both written and verbal
PREFERRED QUALIFICATIONS
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.
INTRODUCTION
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 of enhancing our global Customer Success and Support function, providing exceptional customer service and technical help for our loyal customers and to 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.
ROLE AND RESPONSIBILITIES
As a Senior Technical Support Specialist, you will:
- Provide troubleshooting expertise on the core Fortinet products - especially FortiGate
- 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
BASIC QUALIFICATIONS
We Are Looking For:
- Candidate with a minimum 3 plus years of experience in a technical support or system administration role in a networking/security company or equivalent education
- Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
- Deep working knowledge of operating systems -- Windows, OSX, Unix/Linux
- Strong understanding of TCP/IP, routing protocols, L2/L3 switching.
- Experience with security products - firewalls, IDS/IPS, VPN, virus scanning.
- Strong troubleshooting and problem-solving skills
- Past experience using AI tools to help the effectiveness of day-to-day activities
- Previous call center experience, preferably supporting data networking products and/or security products is desirable.
- A working understanding of knowledge management principles in daily workflow; KCS® framework experience is an added advantage
- Ability to work in the office 4 days a week.
- Possibility of an on Call rotation
- Strong communication skills, both written and verbal
PREFERRED QUALIFICATIONS
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.
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Get Access To All JobsTips for Finding Customer Support Jobs at Fortinet Jobs
Align your credentials to cybersecurity support
Fortinet prioritizes certifications like NSE (Network Security Expert) for Customer Support roles. Completing even entry-level NSE tiers before applying signals domain fluency and shortens the ramp-up employers factor into sponsorship decisions.
Target roles by product line first
Fortinet's Customer Support hiring is often tied to specific product lines such as FortiGate or FortiSIEM. Filtering job listings by product focus helps you match your technical background precisely and avoid applications where your profile won't surface.
Use Migrate Mate to find open roles faster
Fortinet posts Customer Support positions across multiple channels and they fill quickly. Use Migrate Mate to filter Fortinet openings by visa sponsorship type so you're only applying to roles where your immigration status is already supported.
Understand how TN status applies to your role
Canadian and Mexican nationals in Customer Support roles may qualify for TN classification under the 'Computer Systems Analyst' or 'Engineer' categories. Confirm with the recruiter whether your specific job description maps to a qualifying TN occupation before accepting an offer.
Ask about PERM timing before signing
For EB-2 or EB-3 Green Card sponsorship, PERM labor certification is filed by the employer with DOL and typically takes 12 to 18 months before priority date movement. Ask Fortinet's HR contact at the offer stage whether the role is designated for permanent sponsorship.
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Find Customer Support at Fortinet JobsFrequently Asked Questions
Does Fortinet sponsor H-1B visas for Customer Support roles?
Yes, Fortinet sponsors H-1B visas for Customer Support positions, particularly for roles requiring specialized technical knowledge in network security or enterprise software. Sponsorship is most common for roles tied to specific product lines or regional support operations. Because H-1B status depends on the annual lottery administered by USCIS, timing your application cycle with Fortinet's hiring calendar matters.
Which visa types does Fortinet commonly use for Customer Support positions?
Fortinet sponsors H-1B, F-1 OPT, F-1 CPT, TN, and EB-2 or EB-3 Green Card pathways for Customer Support roles. F-1 OPT and CPT are frequently used for entry-level and associate support positions. TN status applies to Canadian and Mexican nationals in qualifying technical occupations. H-1B sponsorship is more common at the mid-level and senior tiers where specialized cybersecurity expertise is required.
What qualifications does Fortinet expect for sponsored Customer Support roles?
Fortinet typically expects a bachelor's degree in computer science, information technology, or a related field for sponsored Customer Support positions. Relevant certifications, particularly in network security or Fortinet's own NSE program, strengthen your profile significantly. For H-1B eligibility specifically, USCIS requires the role to qualify as a specialty occupation, meaning the degree must be directly tied to the job's core functions.
How do I apply for Customer Support jobs at Fortinet?
You can apply through Fortinet's careers portal or use Migrate Mate to browse Fortinet's Customer Support openings filtered by visa sponsorship type. Tailoring your resume to match the specific product line or support tier in the job description improves your chances of passing initial screening. Recruiters at Fortinet move quickly on technical support roles, so applying within the first week of a posting is advisable.
How do I plan my timeline if Fortinet offers to sponsor my H-1B?
H-1B sponsorship at Fortinet follows USCIS's annual cap cycle, with petitions filed in April for an October 1 start date. If you're on F-1 OPT when you receive an offer, your employer can file under the cap-exempt OPT extension rules if you qualify for STEM OPT. Coordinate your offer letter timing with Fortinet's HR team to ensure the I-129 petition is filed before your current work authorization expires.
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