Fortinet Cybersecurity Support Engineer FortiSASE - 

Malaysia, Kuala Lumpur 

424263640

As a Cybersecurity 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.

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