Cybersecurity Support Engineer – FortiWeb & Cloud

Perception Point; Kuala Lumpur; On-site; MYR 70,000 - 100,000; Full time

Job summary

Fortinet in Malaysia (Kuala Lumpur) seeks a Cybersecurity Support Engineer to provide direct technical support via phone and ticketing systems to customers and partners across APAC. You will run real-time troubleshooting sessions, collect data for investigations, and own customer satisfaction while escalating high-priority issues as needed.

You will analyze problems with FortiWeb, FortiADC and FortiDDoS, engage DevOps for FortiAppSec Cloud, FortiDAST and FortiCASB, and reproduce issues in

Qualifications

• Understanding of Web Application Firewall and load balancing concepts.
• Basic knowledge of regular expressions.
• Working knowledge of HTTP, DNS, SSL and PKI.
• Familiarity with OSI model and TCP/IP.
• Administrative experience with Windows, Unix, Linux, or Cloud technologies.
• Ability to read and analyze network traces (Wireshark).
• Experience with VMware or other virtualization/cloud technologies.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Provide direct technical support via phone and ticketing across APAC.
• Run real-time troubleshooting sessions with partners/customers.
• Collect data and traces; own customer satisfaction; escalate high-priority issues.

Skills

WAF & Load Balancing

Regular Expressions

HTTP/DNS/SSL

OSI/TCP-IP

Windows/Linux/Unix

VMware/Cloud

Wireshark

Troubleshooting

Fortinet products

APAC support

Tools

FortiWeb

FortiADC

FortiDDoS

FortiAppSec Cloud

FortiDAST

FortiCASB

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

As a Cybersecurity Support Engineer, you will:

• Providing direct technical support via the phone and ticketing system to our customers and partners through-out the APAC Region.
• Running real-time troubleshooting sessions with partners/customers
• Collecting data and traces for investigation, taking ownership of overall customer satisfaction, recognizing high priority situations and taking appropriate escalation action.
• Analyzing, technical investigation and resolution of reported problems involving the following products: FortiWeb, FortiADC, FortiDDoS.
• Engaging DevOps after initial triage for tickets related to cloud solutions products such as FortiAppSec Cloud, FortiDAST, FortiCASB.
• Developing core competency on Fortinet product line and technologies
• Managing multiple issues in parallel, taking responsibility for meeting SLAs
• Reproducing issues, discovered in customer environments, on Fortinet lab equipment.

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:

• Good understanding of Web Application Firewall and Load Balancing concepts, security and vulnerabilities
• Basic working knowledge of RE (Regular Expression)
• Working knowledge of HTTP, DNS, SSL and PKI
• Working knowledge of OSI model and TCP/IP protocol
• Administrative knowledge of Windows, Unix, Linux, or Cloud Technologies
• Ability to understand network traffic traces decoded with Wireshark
• Experience with VMware and/or other virtualization or cloud technologies
• Strong troubleshooting and problem-solving skills
• Ability to work with moderate supervision, ability to work under pressure
• Positive, communicative and customer-oriented attitude
• Previous call center experience, preferably supporting data networking products and/or security products is an advantage
• 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.
• Knowledge of authentication protocols and methods (LDAP, NTLM, Kerberos, SSO, Radius, 2-factor authentication) is an advantage
• Prior experience and knowledge of the WAF and load-balancing products.
• In-depth knowledge of HTTP, DNS, SSL and PKI
• Familiarity with API development tools, along with JSON and XML data structures
• Prior experience and knowledge of the FortiDDoS and/or Vulnerability products are an advantage.
• A solid working knowledge and understanding of the Linux operating system
• Basic LUA and Bash shell scripting language knowledge

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.

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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.