Fortinet Cybersecurity Support Engineer - Tokyo 

Japan, Tokyo 

795783623

As a Cybersecurity Support Engineer, you will:

• Provide direct technical web and telephone support to Fortinet customers.
• Troubleshoot on the full range of Fortinet products.
• Collect, analyse and change recommendations of configuration information.
• Collect and analyse customer network information.
• Collect and conduct initial analysis of packet trace 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.
• Reproduce customer environments on lab equipment.
• 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.

As a Cybersecurity Support Engineer, you will:

• At least 5 years of experience in a technical support role in a networking/security company or equivalent education.
• Strong understanding of SASE, EDR and TCP/IP, routing protocols,L2/L3 switches.
• Experience with security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning.
• Strong troubleshooting and problem-solving skills.
• Extensive working knowledge of Windows, UNIX or Linux.
• Previous call center experience, preferably supporting data networking products and/or security products, is desirable.
• Strong English skills both written and verbal.
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.