Job Description

Location: Malaysia (Kuala Lumpur)

Role Overview:

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Cybersecurity Support Engineer to contribute to the success of our rapidly growing business.

As a Cybersecurity Support Engineer, you will:

Provide direct technical support via the phone, chat and web based systems to our customers and partners though-out the APAC Region.
Troubleshoot Fortinet's Secure Access Service Edge product, FortiSASE.
Perform collection, analysis and change recommendations of configuration information.
Perform 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.
Provide consultation of technical documentation, bulletins, and release notes for known problems.
Perform 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:

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

Deep understanding of OSI model, routing and switching in L2/L3
Strong understanding of BGP, IPsec/ADVPN, SDWAN
Strong Understanding of Authentication protocols - LDAP, SAML, RADIUS, OAuth
Experience with security products - Firewalls, IDS/IPS, Antimalware
Deep working knowledge of operating systems - Windows, Mac, Linux
Strong troubleshooting and problem-solving skills
Previous call center experience. Supporting data networking products and/or security products is desirable
Strong communication skills, both written and verbal
Candidate with 3+ 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
Advanced knowledge of English (written and spoken) other languages are an advantage

Why Join Us:

At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

We will only notify shortlisted candidates.

Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees/charges.

Cybersecurity Support Engineer (FortiSASE) - Malaysia