Advanced Support Engineer - Malaysia

Job Description

Location: Malaysia (Kuala Lumpur)

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 Advanced Support Engineer to contribute to the success of our rapidly growing business.

As a member of the Advanced Services Team, you will build and maintain a long-term technical relationship with your premium customers while providing best in class technical solutions. You will work with research and development groups, sales teams, and regional support teams in a fast-paced environment.

For this position, you have to demonstrate experience in participating in the post-sales support escalation processes, which includes pre-sales experience, as well as strong customer facing skills in the telco and large enterprise space.

All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

As an Advanced Support Engineer, you will:

• Perform advanced troubleshooting on the full range of Fortinet products.
• Track, maintain and prioritize technical cases including proper escalation until case closure.
• Take initiatives and ownership of customer incidents to drive for timely resolutions.
• Manage customer communications and expectations until the closure of each case.
• Build and maintain a long-term technical relationship with your customers.
• Participate in customer conference calls or face-to-face customer meetings to discuss technical issues.
• Reproduce customer environments on lab equipment, recommend potential new solutions.
• Produce reports to summarize service activity and performance.
• Report Software/Hardware related issues to R&D department and assure follow-up.
• Develop best practices deployment and troubleshooting documentation.
• Create technical documentation and bulletins to improve internal and external knowledge base.

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:

• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching.
• Strong troubleshooting and problem solving skills.
• Effective communication and customer handling skills.
• Experience in security products and technologies (e.g. Firewalls, IDS/IPS, DDoS, VPN, Web Application Firewall).
• Previously worked in a technical support position with the telco and large enterprise space.
• Deep working knowledge of Windows, Linux or Unix.
• Previous experience on Fortinet products is an advantage.
• 4-6 years of experience in a technical support role.
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• Advanced knowledge of English (written and spoken), other languages are an advantage.
• Relevant professional certifications such as NSE7, NSE8, CCNP, CCSP, CISSP.

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.