Technical Support Engineer (ETAC) - Malaysia

Location: Malaysia (Kuala Lumper)

Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. With offices in APAC, we are an equal opportunity employer offering exciting work, competitive compensation and benefits. Fortinet is looking for the best and the brightest to join our highly motivated team.

Fortinet is growing and we are expanding our APAC technical support teams in Kuala Lumpur Technical Assistance Centre, we are looking for strong technical support engineers/specialists at all levels. We require candidates with the ability to identify and resolve problems in a timely manner to gather and analyze information and to skillfully develop alternative solutions for customers.

All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

..Please note that this is not an IT/system administration position.

As a Technical Support Engineer you will:

• To provide direct technical support via the phone, chat and web based systems to our customers and partners though-out the APAC Region.

• Troubleshooting Fortinet's Endpoint Detection and Response product - FortiEDR and FortiEndpoint.

• Act as an escalation point for high profile cases and customers including proper case management until case closure.

• Collection, analysis and change recommendations of configuration information.

• 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.

• Consultation of technical documentation, bulletins and release notes for known problems.

• Reproduction of customer environments on lab equipment work to isolate and solve problems recommend potential new solutions.

• Remain up to date on security trends, especially surrounding the endpoint market, evolving zero-day attacks and TTP's.

• Manage customer communications and expectations until the closure of each case conduct and lead customer management meetings regarding escalation.

• Contribute in publishing knowledge-based articles.

• Development, deliver and maintain Team training materials.

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:

• 5+ years of experience in a technical support or system administration role in a networking/security company or equivalent education.
• Deep working knowledge of operating systems -- Windows, macOS and Linux.
• Understanding how to collect OS level data within kernel and user space, and how to leverage this data to pinpoint problems.
• Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches and troubleshooting network connectuivity issues.
• Knowledge of TLS and public key infrastructure.
• Authentication protocols including SAML and Kerberos.
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
• Understanding of security models and security frameworks such as MITRE ATT&CK and ISO 27001.
• Strong troubleshooting and problem-solving skills
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong communication skills, both written and verbal.

Bonus points:

• Experience working with Kali Linux, MetaSploit or other offensive security tools.
• Understanding of memory stack analysis through WinDBG.
• Experience working with advanced operating system debug tools such as Procmon, System Informer LogMan, strace and other advanced Unix and Windows troubleshooting tools.
• Certified with one or more of the following: FCP, CCNA, CCNP, Azure, eJPT, PNPT, CPTS, CISSP, Security+, OSCP.

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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