Senior Technical Support Engineer (FortiManager/FortiAnalyzer) - Malaysia

Fortinet, Inc.; Malaysia; On-site; MYR 90,000 - 130,000; Full time

Job summary

Fortinet, Inc. is expanding its APAC Technical Assistance Centre in Kuala Lumpur and seeks skilled Technical Support Engineers at all levels. You will provide direct technical support to customers and partners across the APAC region, using Fortinet products and solutions.

The role requires strong communication, English fluency, and deep knowledge of networking, Linux, scripting and Fortinet technologies. You will investigate issues, reproduce environments, document solutions, and help drive

Qualifications

• Clear and effective communication skills.
• Fluent spoken and written English.
• Positive customer-oriented attitude.
• Strong understanding of data networking protocols (TCP/IP, routing, switching).
• Experience with network management and log analysis tools; Fortinet FortiGate firewalls.
• Solid knowledge of Linux.
• Ability to interpret network traces with Wireshark.
• Experience with VMware or other virtualization tech.
• Knowledge of Python, Perl and Bash.
• JSON and XML data structures.
• JavaScript knowledge.
• Familiarity with API development tools.
• Understanding of Web applications, security and vulnerabilities.
• Knowledge of SQLite, PostgreSQL and MySQL databases.
• Strong troubleshooting and problem solving skills.
• Experience with Fortinet products is an advantage.
• NSE5 certification is an advantage.
• Five years or more of experience.
• Bachelor’s degree in CS or related field, or equivalent.
• Advanced English is expected.

Responsibilities

• Provide direct technical support via phone, chat and web systems to APAC customers and partners.
• Analyze and investigate Fortinet product issues, focusing on FortiManager, FortiAnalyzer, FortiPortal & FortiCloud.
• Offer technical solutions to customer issues.
• Investigate problems using packet captures and debug traces.
• Reproduce complex customer environments in a lab to resolve issues.
• Report issues to R&D and follow up to resolution.
• Manage cases, escalate as needed, and set clear expectations until closure.
• Assist less experienced teammates and share knowledge in meetings and chats.
• Create technical documentation and bulletins to improve knowledge bases.
• Take ownership to drive results and personal accountability.
• Develop core competency across Fortinet products and technologies.

Skills

Effective communication

Fluent English

Networking knowledge

Fortinet FortiGate

Linux knowledge

Wireshark analysis

VMware virtualization

Python

Perl

Bash

JSON

XML

JavaScript

API tools

Web security basics

SQLite

PostgreSQL

MySQL

Five years experience

NSE5 certification

Education

Bachelor’s degree in Computer Science or related field

Tools

FortiManager

FortiAnalyzer

FortiPortal

FortiCloud

Job description

Fortinet is growing and we are expanding our APAC technical support teams in Kuala Lumpur Technical Assistance Centre, we are looking for strong technical support engineers at all levels. We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers.

All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

As a Technical Support Engineer you will:

• To provide direct technical support via the phone, chat and web based systems to our customers and partners though-out the APAC Region.
• Analysis and technical investigation of reported problems involving all Fortinet products, with a primary focus on our Management FortiManager, FortiAnalyzer, FortiPortal & FortiCloud solutions
• Provide technical solutions to address customer issues
• Problem investigation through analysis of packet captures and debug traces
• Reproduction of complex customer environments on lab equipment to duplicate and resolve problems
• Reporting software or hardware related issues to R&D department and following up with them to resolve the product issues.
• Manage technical cases, **escalate**, and control the right expectation until the closure of the cases
• Assist less experienced team members and cooperate in internal team meetings and chat groups to share knowledge.
• Creation of technical documentation and bulletins to improve internal and external knowledge base
• Take initiatives and ownership of the problem to drive for results
• Develop core competency on Fortinet's product line and technologies

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:

• Effective and clear communication skills
• Fluent spoken and written English
• Positive customer oriented attitude
• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
• Previous experience with network management and log analysis tools is required, along with Fortinet FortiGate firewalls.
• A solid working knowledge and understanding of the Linux operating system
• Ability to understand network traffic traces decoded with Wireshark
• Experience with VMware and/or other virtualization technologies
• Python, Perl and Bash shell scripting language knowledge
• JSON and XML data structure knowledge
• Javascript knowledge
• Familiarity with API development tools
• Advanced understanding of Web application concepts, security and vulnerabilities
• SQlite, Postgress and MySQL database knowledge
• Strong troubleshooting and problem solving skills
• Previous experience on Fortinet products is an advantage
• Fortinet NSE5 certification is an advantage
• Five years or more of previous experience
• 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) and 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.

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