Cybersecurity Support Engineer (FortiSASE) - Malaysia
- Kuala Lumpur
- Permanent
- Full-time
- 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.
- 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