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Senior Technical Support Jobs in Decatur, GA (NOW HIRING)

Hksinc

Sr. Technical Support Engineer

Atlanta, GA · On-site

Serves as lead the L2 technical support team, liaising between the IT Service Delivery Manager and the rest of the technical support staff. Eager to learn and innovate. Responsibilities: * Fields ...

HKS

Sr. Technical Support Engineer

Atlanta, GA · On-site

Serves as lead the L2 technical support team, liaising between the IT Service Delivery Manager and the rest of the technical support staff. Eager to learn and innovate. Responsibilities: * Fields ...

Smarsh

Sr. Technical Support Engineer I

Atlanta, GA · On-site

Summary Smarsh is seeking a Sr. Technical Support Engineer I to provide high touch support to our biggest and best customers. This role serves as an Account Manager for dedicated customers and will ...

nLeague

Technical support

Atlanta, GA · On-site

Job ID: 799594 IT Senior Support Specialist 3 Location: 600 West Peachtree St. Atlanta GA. 30308 ... Minimum 5 years' experience providing both front and back end technical support for 3rd party ...

Fortinet

Technical Support Specialist

Atlanta, GA

As a Senior Technical Support Specialist, you will: * Troubleshoot Fortinet's Secure Access Service Edge product, FortiSASE. * Collection, analysis and change recommendations of configuration ...

Fortinet

Technical Support Specialist

Atlanta, GA

As a Senior Technical Support Specialist, you will: * Troubleshoot Fortinet's Secure Access Service Edge product, FortiSASE. * Collection, analysis and change recommendations of configuration ...

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Senior Technical Support information

See Decatur, GA salary details

$32.7K

$108K

$223.1K

How much do senior technical support jobs pay per year?

As of Jun 4, 2026, the average yearly pay for senior technical support in Decatur, GA is $108,035.00, according to ZipRecruiter salary data. Most workers in this role earn between $85,900.00 and $118,600.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Senior Technical Support specialist, and why are they important?

To excel as a Senior Technical Support specialist, you need advanced troubleshooting skills, in-depth knowledge of operating systems and networks, and typically several years of experience in IT support roles. Familiarity with ticketing systems like Zendesk or ServiceNow, remote diagnostic tools, and relevant certifications such as CompTIA A+ or Microsoft Certified Solutions Expert (MCSE) are highly valuable. Strong communication, patience, and problem-solving abilities enable you to resolve complex issues and guide both users and junior staff. These skills are crucial for minimizing downtime, ensuring customer satisfaction, and maintaining efficient IT operations.

How does a Senior Technical Support professional typically interact with other departments to resolve complex customer issues?

Senior Technical Support professionals often collaborate closely with engineering, product management, and quality assurance teams to address complex technical challenges. When an issue exceeds frontline troubleshooting, they escalate cases, provide detailed diagnostics, and may participate in cross-functional meetings to ensure timely resolution. This collaboration not only facilitates faster solutions for customers but also helps identify recurring problems and drive product improvements. Effective communication and teamwork are essential skills in this role, as it often acts as a bridge between the customer and internal technical teams.

What are Senior Technical Support specialists?

Senior Technical Support specialists are experienced professionals who provide advanced assistance and troubleshooting for technical issues related to products, services, or systems. They handle complex problems that frontline support staff cannot resolve and often serve as a bridge between customers and engineering teams. Their responsibilities may include mentoring junior staff, creating documentation, and ensuring customer satisfaction through effective problem resolution.

What is the difference between Senior Technical Support vs Technical Support?

AspectSenior Technical SupportTechnical Support
Required CredentialsTypically requires 3+ years experience, certifications like CompTIA A+ or Network+, and advanced troubleshooting skillsEntry to mid-level certifications, such as CompTIA A+; less experience needed
Work EnvironmentSupports complex technical issues, often in enterprise or corporate settingsHandles basic to moderate customer issues, often in call centers or help desks
Employer & Industry UsageUsed across IT, telecommunications, and technology companies for experienced support rolesCommon in retail, small business, and entry-level IT support roles

Senior Technical Support professionals handle more complex issues, require more experience and certifications, and often work in larger organizations. Technical Support roles are more entry-level, focusing on basic troubleshooting and customer assistance. The main difference lies in experience, complexity of issues handled, and scope of responsibilities.

What job categories do people searching Senior Technical Support jobs in Decatur, GA look for? The top searched job categories for Senior Technical Support jobs in Decatur, GA are:
What cities near Decatur, GA are hiring for Senior Technical Support jobs? Cities near Decatur, GA with the most Senior Technical Support job openings:
Senior Technical Support jobs near you
Senior Technical Support Specialist

Senior Technical Support Specialist

Fortinet, Inc.

Atlanta, GA • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 20 days ago

Job description

Job 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 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.
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

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

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.
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.
All roles are eligible to participate in the Fortinet equity program, and this position is also eligible for commissions based on the terms of the Sales Compensation Plan.
About Us
Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.
We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at accommodations@fortinet.com.
Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.

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