Cybersecurity Support Engineer (FortiSASE) - Malaysia

Fortinet, Inc.; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Benefits offered by this job

Total Rewards package

Job summary

Fortinet, a cybersecurity pioneer, is seeking a Cybersecurity Support Engineer in Kuala Lumpur to support APAC customers and partners. You will troubleshoot Fortinet’s FortiSASE, analyze configurations, and guide customers toward effective resolutions.

Ideal candidates have strong OSI/routing knowledge, security product experience, and fluent English. A 3+ year background in tech support or networking and a related degree are preferred; office-based role with a global impact.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering or related field.
• 3+ years of experience in a technical support or networking/security role.
• Advanced knowledge of English (written and spoken).

Responsibilities

• Provide direct technical support via phone, chat and web to APAC customers and partners.
• Troubleshoot Fortinet’s FortiSASE and related security products.
• Collect, analyze and change configuration information for customers.
• Analyze customer system information and recommend corrective actions.
• Educate customers on networking concepts and Fortinet documentation.
• Escalate and manage cases until closure with clear communication.
• Lead customer management meetings regarding escalation when needed.

Skills

OSI model

Routing & switching

BGP

IPsec/ADVPN

SD-WAN

Authentication protocols

Security products

Windows/Linux/Mac

Troubleshooting

Customer communication

English proficiency

3+ years experience

Education

Bachelor's degree in Computer Science

Tools

FortiSASE

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

As aCybersecurity 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.