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Technical Support Engineer (L3)-Kuala Lumpur, Malaysia

Technical Support Engineer (L3)-Kuala Lumpur, Malaysia

Nov 12,2016

Job description

Req # APCS307
Functional Area Customer Service

Position Overview Organization Overview

Fortinet (NASDAQ: FTNT) is a worldwide provider of network security appliances and the market leader in unified threat management (UTM). Our products and subscription services provide broad, integrated and high-performance protection against dynamic security threats while simplifying the IT security infrastructure. Fortinet is headquartered in Sunnyvale, California USA, with offices around the world. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. 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.


Job Descriptions


Technical Support Engineer (L3)

The Technical Support Engineer 3 role is a senior role and an escalation point for Fortinet partners and Technical Support Engineers that require further assistance when experiencing deep technical issues with Fortinet products or solutions. This group of seasoned engineers will interface with QA and Development teams to solve customer problems, identify bugs through replication and testing, escalate into the management chain and drive closure to the most comprehensive and problematic issues.


Key Responsibilities

Work closely and provide direct technical email and phone support to our customers globally
Analysis of support requests; completion of requests for information and documentation
Collection, analysis and change recommendations of configuration information
Collection and analysis of customer network information
Collection and initial analysis of packet trace information
Recommend actions based on analysis
Customer education (gaps in networking, product knowledge etc.…)
Consultation of technical documentation, bulletins and release notes for known problem
Reproduction of customer environments on lab equipment
Follow up technical cases, escalate, and manage the right expectation until the closure of the cases
Provide knowledge transfer to peer engineers


Skills & Qualifications

Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
At least 8-10 years experience in a technical support role in a networking/security company
Strong understanding of TCP/IP, routing protocols, L2/L3 switches
Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
Strong troubleshooting and problem solving skills
Working knowledge of Windows, UNIX or Linux
Previous call center experience, preferably supporting data networking products and/or security products is desirable.


Added Advantage

Strong understanding in Unix/Linux system would be a plus
Experience in system integration and multi vendor environment
Experience in programming and scripting that would assist automate data collection during trouble shooting & daily operation
Experience in data center deployment
Experience in wireless access point
Experience in SQL database

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