Technical Support Engineer (FortiEDR) - Malaysia

Technical Support Engineer (FortiEDR) - Malaysia

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Not Specified

Job Description

Fortinet is growing and we are expanding our APAC technical support teams, we are looking for strong technical support engineers/specialists at a senior level. 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.
As Senior Technical Support and Operations Engineer you will possess a proven aptitude for learning new technologies and a desire for continuous learning. You will be highly analytical with the ability to derive facts quickly, methodically, and accurately through mature and mindful interactions with customers. You will work to optimize the efficiency of FortiEDR cloud operations and the performance of customer cloud environments.

  • Respond to escalated customer support cases via phone, email, and chat.
  • Replicate, troubleshoot, and document customer issues. Understand customer systems and configuration, identify problems and recommend solutions.
  • Provide regular communication to the customer in a timely and professional manner.
  • Take ownership of customer issues when escalated by customers, management or partners. Drive to resolve issues effectively, escalating cases to development teams where necessary.
  • Participate in the testing of new product builds and releases.
  • Identify potential product/process weakness, research potential fixes with relevant internal teams and management
  • Contribute to Support Documentation and knowledge-base articles.
  • Develop and enhance operations management processes, to include cloud and on-premise environment build processes and test and production environment upgrades and maintenance processes.
  • Contribute to the design, scripting, testing, and troubleshooting of internal operational tools and automation.
  • Expect to spend approximately 50% analyzing and troubleshooting customer issues and 30% of time attending to the creation, infrastructure level administration and health of hosted customer environments, including upgrades, updates, and system monitoring

  • 5 plus years experience in the Technical Support field
  • B.Sc. in Computing or related discipline, Masters in a security-related domain a distinct advantage
  • Microsoft or Linux Certified - MCSE
  • Experience with Python and scripting
  • Basic understanding of C/C++, Java, and Ruby
  • Google Cloud Platform and/or AWS certifications
  • Security network and systems related professional certifications are a plus
  • Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers
  • Excellent time management and troubleshooting skills
  • Highly proficient in Windows, OSX and Linux operating systems, comfortable working at CLI and with system administration
  • Experience of in-depth log analysis using command line tools
  • Good understanding of Shell scripting, Python scripting and/or scripting in another common language.
  • Advanced knowledge of endpoint security technologies, interactions with the OS and related analysis and troubleshooting.
  • Strong knowledge of networking technologies, network design, network security, internetworking devices and protocols (TCP/IP, DNS, LDAP etc.)
  • Experience provisioning, managing and monitoring production systems in IaaS cloud environments. Specific knowledge of Google Cloud or AWS is a plus.
  • Must be able to read, write and speak English fluently and idiomatically, including technical concepts and terminology. Multiple language skills a plus.

Fortinet is an Equal Opportunity employer.

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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