Fortinet

3 months ago

Senior Technical Support Engineer (FortiManager/FortiAnalyzer) - Malaysia

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Provide direct technical support to customers and partners across the APAC region via phone, chat, and web systems. Investigate and analyze reported issues across Fortinet products with a focus on FortiManager, FortiAnalyzer, FortiPortal, and FortiCloud, using packet captures and debug traces. Reproduce complex environments in lab settings, manage and escalate technical cases to closure, coordinate with R&D, and contribute to technical documentation and knowledge sharing.

Location: Kuala Lumpur

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide direct technical support to customers and partners via phone, chat, and web-based systems across APAC.
•Investigate and analyze reported problems across Fortinet products, focusing on FortiManager, FortiAnalyzer, FortiPortal, and FortiCloud.
•Develop technical solutions for customer issues and investigate using packet captures and debug traces.
•Reproduce complex customer environments on lab equipment to duplicate and resolve issues.
•Manage technical cases end-to-end: escalate appropriately, follow up with R&D, and create technical documentation and bulletins to improve knowledge bases.

Key Requirements

•Strong oral and written communication skills, including the ability to clearly document information and interpret written details.
•5+ years of previous experience and a bachelor’s degree in Computer Science, Software Engineering, or a related field (or equivalent training and experience).
•Strong understanding of data networking protocols including TCP/IP, routing, and switching, plus experience with network management and log analysis tools with FortiGate firewalls.
•Solid working knowledge of Linux and ability to understand network traffic traces decoded with Wireshark.
•Knowledge of scripting and data formats (Python, Perl, Bash, JSON, XML) and familiarity with API development tools; VMware/virtualization and Fortinet NSE5 are advantages.

Experience:5+ years

Education:Bachelor's in Computer Science, Software Engineering, or related field

Skills:Effective communicationCustomer-oriented attitudeTroubleshootingProblem solvingOwnership

Certifications:Fortinet NSE5

Languages:English

Tech Stack:FortiManagerFortiAnalyzerFortiPortalFortiCloudFortiGateLinuxWiresharkVMwareTCP/IPRoutingSwitchingPacket capturesDebug tracesPythonPerlBashJSONXMLJavaScriptAPI development tools

Company Brief

Fortinet

Provides enterprise cybersecurity solutions including data protection, cloud security, network security, and user and entity behavior analytics to help organizations prevent insider threats, secure cloud and on-premises environments, and enforce data loss prevention policies.

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Austin, United States

Founded: 1994

Website LinkedIn

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Fortinet

3 months ago

Senior Technical Support Engineer (FortiManager/FortiAnalyzer) - Malaysia

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Kuala Lumpur

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide direct technical support to customers and partners via phone, chat, and web-based systems across APAC.
•Investigate and analyze reported problems across Fortinet products, focusing on FortiManager, FortiAnalyzer, FortiPortal, and FortiCloud.
•Develop technical solutions for customer issues and investigate using packet captures and debug traces.
•Reproduce complex customer environments on lab equipment to duplicate and resolve issues.
•Manage technical cases end-to-end: escalate appropriately, follow up with R&D, and create technical documentation and bulletins to improve knowledge bases.

Key Requirements

•Strong oral and written communication skills, including the ability to clearly document information and interpret written details.
•5+ years of previous experience and a bachelor’s degree in Computer Science, Software Engineering, or a related field (or equivalent training and experience).
•Strong understanding of data networking protocols including TCP/IP, routing, and switching, plus experience with network management and log analysis tools with FortiGate firewalls.
•Solid working knowledge of Linux and ability to understand network traffic traces decoded with Wireshark.
•Knowledge of scripting and data formats (Python, Perl, Bash, JSON, XML) and familiarity with API development tools; VMware/virtualization and Fortinet NSE5 are advantages.

Experience:5+ years

Education:Bachelor's in Computer Science, Software Engineering, or related field

Skills:Effective communicationCustomer-oriented attitudeTroubleshootingProblem solvingOwnership

Certifications:Fortinet NSE5

Languages:English

Tech Stack:FortiManagerFortiAnalyzerFortiPortalFortiCloudFortiGateLinuxWiresharkVMwareTCP/IPRoutingSwitchingPacket capturesDebug tracesPythonPerlBashJSONXMLJavaScriptAPI development tools

Company Brief

Fortinet

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Austin, United States

Founded: 1994

Website LinkedIn