Job Description
Location: Malaysia (Kuala Lumpur)
Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Cybersecurity Support Engineer to contribute to the success of our rapidly growing business.
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.
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:
- 7+ years of experience in network and cybersecurity roles, preferably in enterprise, service provider, or security vendor environments.
- Strong hands-on expertise with Fortinet products, especially FortiGate, including policy design, VPNs, routing, NAT, UTM features, and high availability (HA).
- Deep understanding of TCP/IP fundamentals, packet flow, and protocol behavior, with strong troubleshooting skills using packet capture and logs.
- Proven experience in Layer 2 / Layer 3 networking and dynamic routing protocols (e.g. OSPF, BGP), including real-world deployment and optimization.
- Solid knowledge of network security technologies, including Firewall, IPS, Anti-Malware, Web Filtering, Application Control, DDoS protection, and Zero Trust concepts.
- Experience operating in high-severity (P1/P2) incident environments, demonstrating strong ownership, urgency, and the ability to lead technical resolution efforts.
- Excellent communication skills in English, both written and verbal, with the ability to explain complex technical issues clearly to customers and internal stakeholders.
- Strong customer-oriented mindset, capable of managing escalations and maintaining customer confidence during critical outages.
- Experience working in multi-vendor and system integration environments, integrating Fortinet solutions with third-party networking and security platforms.
- Hands-on exposure to Fortinet management and analytics platforms, such as FortiManager, FortiAnalyzer, FortiEMS, and FortiAuthenticator
- Good working knowledge of Unix/Linux environments, including log analysis and system-level troubleshooting.
- Experience with data center network deployments, including HA design, redundancy, and scalability.
- Basic knowledge of SQL databases and their interaction with security or logging systems is an advantage.
- Fortinet and industry certifications are highly desirable, including:
- NSE 4 / NSE 7
- FCNSP
- CISSP, CCNP, CCSP
- Bachelor’s Degree in Electrical Engineering, Computer Science, or equivalent hands-on experience.
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.
We will only notify shortlisted candidates.
Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees/charges.
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