Cybersecurity Support Engineer (FortiSASE) - Malaysia

Fortinet; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading cybersecurity company is looking for a Cybersecurity Support Engineer in Kuala Lumpur, Malaysia. The successful candidate will provide technical support and troubleshooting for Fortinet's products, requiring a strong understanding of networking concepts and security protocols. A Bachelor's degree in a related field and 3+ years of experience in technical support are essential. The role offers a diverse and inclusive work environment with a comprehensive rewards package.

Qualifications

• 3+ years of experience in a technical support or system administration role.
• Strong troubleshooting and problem-solving skills required.
• Advanced knowledge of English is mandatory.

Responsibilities

• Provide direct technical support to customers and partners.
• Troubleshoot Fortinet’s Secure Access Service Edge product.
• Collect and analyze customer system information.

Skills

Deep understanding of OSI model

Strong understanding of BGP

Strong understanding of IPsec/ADVPN

Strong understanding of SDWAN

Strong understanding of Authentication protocols

Experience with security products

Deep working knowledge of operating systems

Strong troubleshooting and problem-solving skills

Previous call center experience

Strong communication skills

3+ years experience in technical support

Bachelor’s degree in Computer Science

Advanced knowledge of English

Education

Bachelor’s degree in Computer Science or related field

Job description

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 throughout 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.