Cybersecurity Support Engineer (FortiEDR) - Malaysia

Perception Point; Kuala Lumpur; Vor Ort; MYR 70.000 - 90.000; Vollzeit

Zusammenfassung

Fortinet is expanding its APAC technical support teams in Kuala Lumpur and seeking technical support engineers. The role includes providing direct support via phone and web systems and troubleshooting Fortinet products.

Candidates should have strong communication skills and a minimum of 5 years of experience in a technical support role. Fortinet offers a diverse work environment, encouraging applications from all backgrounds.

Qualifikationen

• Experience troubleshooting network connectivity issues.
• Deep knowledge of operating systems and security protocols.
• Previous experience in a call center environment preferred.

Aufgaben

• Provide technical support to customers across the APAC region.
• Troubleshoot Fortinet’s products and provide recommendations.
• Act as an escalation point for high-profile client cases.

Kenntnisse

Technical support

Troubleshooting

Communication skills

Networking knowledge

Security products knowledge

Ausbildung

5+ years of experience in technical support or system administration

Tools

Windows

Linux

macOS

Kali Linux

Metasploit

Jobbeschreibung

Location: Malaysia (Kuala Lumpur)

Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure.

Fortinet is growing and we are expanding our APAC technical support teams in Kuala Lumpur Technical Assistance Centre, looking for strong technical support engineers/specialists at all levels. Candidates should be able to identify and resolve problems timely, gather and analyze information, and devise alternative solutions for customers.

All positions require strong oral and written communication skills, including speaking clearly and persuasively, listening carefully, and writing clearly to convey full information.

Please note that this is not an IT/system administration position.

Responsibilities

• Provide direct technical support via phone, chat, and web-based systems to customers and partners throughout the APAC Region.
• Troubleshoot Fortinet’s Endpoint Detection and Response product – FortiEDR and FortiEndpoint.
• Act as an escalation point for high-profile cases and customers, managing cases until closure.
• Collect, analyze, and recommend changes to configuration information.
• Analyze customer system information.
• Recommend corrective actions based on analysis.
• Provide customer education on networking, product knowledge, etc.
• Consult technical documentation, bulletins, and release notes for known problems.
• Reproduce customer environments on lab equipment; isolate and solve problems; recommend potential new solutions.
• Stay current on security trends, especially in endpoint market, zero-day attacks, and TTPs.
• Manage customer communications and expectations until case closure; lead customer management meetings regarding escalation.
• Contribute to publishing knowledge-based articles.
• Develop, deliver, and maintain team training materials.

Qualifications

• 5+ years of experience in technical support or system administration in a networking/security company or equivalent education.
• Deep working knowledge of Windows, macOS, and Linux operating systems.
• Understanding of collecting OS‑level data within kernel and user space to pinpoint problems.
• Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches and troubleshooting network connectivity issues.
• Knowledge of TLS and public key infrastructure.
• Authentication protocols including SAML and Kerberos.
• Experience with security products – firewalls, IDS/IPS, VPN, virus scanning.
• Understanding of security models and frameworks such as MITRE ATT&CK and ISO 27001.
• Strong troubleshooting and problem‑solving skills.
• Previous call center experience, preferably supporting networking or security products.
• Strong verbal and written communication skills.

Bonus Points

• Experience with Kali Linux, Metasploit, or other offensive security tools.
• Understanding of memory stack analysis through WinDBG.
• Experience with advanced OS debugging tools such as Procmon, System Informer, LogMan, strace and other advanced Unix and Windows troubleshooting tools.
• Certifications such as FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.

Benefits

Fortinet embraces diversity and inclusivity and encourages applications from diverse backgrounds and identities. Fortinet offers a welcoming work environment, a rewarding career journey, and a comprehensive Total Rewards package supporting overall health and financial well-being.

Join us in delivering solutions that make a meaningful and lasting impact for 660,000+ customers globally.