Fortinet Cybersecurity Support Engineer - Taipei 

Taiwan, New Taipei 

905982147

As a member of the FortiNAC TAC team based in Taipei, you will help troubleshoot complex network access and security issues, acting as a subject matter expert for FortiNAC deployments across diverse customer environments. You will provide technical support to global customers, ensuring timely and effective resolution of issues across different time zones.

As a Cybersecurity Support Engineer, you will:

• Provide technical support to FortiNAC customers via phone, email, and remote sessions, with a strong focus on troubleshooting and root cause analysis.
• Analyze customer configurations, deployment setups, and network designs, including switches, firewalls, and endpoint connectivity.
• Recreate customer-reported issues in lab environments to validate findings and confirm resolutions.
• Recommend configuration changes or upgrades based on technical assessments and best practices.
• Accurately document case progress, set clear expectations, and ensure timely resolution of support tickets.
• Perform live troubleshooting on customer systems, working collaboratively with customer IT staff.
• Identify, reproduce, and document product bugs or usability issues, and escalate to Engineering as needed.
• Create and maintain internal and customer-facing knowledge base articles to share troubleshooting insights and solutions.

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• Strong knowledge of Network Access Control (NAC) concepts, 802.1X, RADIUS, SNMP, and network segmentation.
• Solid understanding of network protocols and infrastructure (TCP/IP, VLANs, DHCP, DNS, routing/switching).
• Familiarity with multi-vendor network environments (FortiGate, Cisco, Aruba, etc.).
• Linux/Unix system administration experience, including CLI-based troubleshooting.
• Working knowledge of Windows systems and AD/LDAP integration.
• Experience with virtualization platforms and cloud-based deployments is a plus.
• Strong diagnostic and problem-solving skills across Layer 2/3 and application-level issues.
• Hands-on experience with FortiNAC or similar NAC products is a plus.
• Scripting or automation experience (e.g., Python, Bash) is a plus.
• Excellent communication and customer service skills.
• Fluency in both spoken and written English.
• Bachelor’s degree in Computer Science, Networking, Cybersecurity, or a related field (or equivalent work experience).
• Minimum of 3 to 5 years of hands-on experience in technical support, network engineering, or security operations, preferably in customer-facing roles.