Cybersecurity Support Engineer (FortiWeb) - Malaysia

JobCubby; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Fortinet in Malaysia (Kuala Lumpur) is seeking a Cybersecurity Support Engineer to join our APAC-focused team. You will provide direct technical support by phone and ticketing system, perform real-time troubleshooting, and gather data for investigations.

You will work on FortiWeb, FortiADC, FortiDDoS, collaborate with DevOps for cloud products, manage multiple issues to meet SLAs, and develop deep product competency while delivering excellent customer service.

Qualifications

• Good understanding of Web Application Firewall and Load Balancing concepts, security and vulnerabilities.
• Basic working knowledge of Regular Expressions.
• Working knowledge of HTTP, DNS, SSL and PKI.
• Experience with VMware and/or other virtualization or cloud technologies.
• Strong troubleshooting and problem-solving skills.
• Ability to work with moderate supervision and under pressure.
• Positive, communicative and customer-oriented attitude.
• Familiarity with API development tools, JSON and XML.

Responsibilities

• 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 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.

Skills

Troubleshooting

Customer focus

Communication

Wireshark

VMware

Tools

Windows

Linux

Cloud technologies

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:

• 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.

#LI-CR1