Cybersecurity Support Engineer (FortiWeb) - Malaysia

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:

• Providing direct technical support via the phone and ticketing system to our customers and partners through-out the APAC Region.
• Running real-time troubleshooting sessions with partners/customers
• Collecting data and traces for investigation, taking ownership of overall customer satisfaction, recognizing high priority situations and taking appropriate escalation action.
• Analyzing, technical investigation and resolution of reported problems involving the following products: FortiWeb, FortiADC, FortiDDoS.
• Engaging DevOps after initial triage for tickets related to cloud solutions products such as FortiAppSec Cloud, FortiDAST, FortiCASB.
• Developing core competency on Fortinet product line and technologies
• Managing multiple issues in parallel, taking responsibility for meeting SLAs
• Reproducing issues, discovered in customer environments, on Fortinet lab equipment.

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:

• Good understanding of Web Application Firewall and Load Balancing concepts, security and vulnerabilities
• Basic working knowledge of RE (Regular Expression)
• Working knowledge of HTTP, DNS, SSL and PKI
• Working knowledge of OSI model and TCP/IP protocol
• Administrative knowledge of Windows, Unix, Linux, or Cloud Technologies
• Ability to understand network traffic traces decoded with Wireshark
• Experience with VMware and/or other virtualization or cloud technologies
• Strong troubleshooting and problem-solving skills
• Ability to work with moderate supervision, ability to work under pressure
• Positive, communicative and customer-oriented attitude
• Previous call center experience, preferably supporting data networking products and/or security products is an advantage
• 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.
• Knowledge of authentication protocols and methods (LDAP, NTLM, Kerberos, SSO, Radius, 2-factor authentication) is an advantage