Cybersecurity Support Engineer - Tokyo

Location: Japan (Tokyo)

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:

• Provide direct technical web and telephone support to Fortinet customers.
• Troubleshoot on the full range of Fortinet products.
• Collect, analyse and change recommendations of configuration information.
• Collect and analyse customer network information.
• Collect and conduct initial analysis of packet trace information.
• Recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking, product knowledge etc.
• Provide consultation of technical documentation, bulletins and release notes for known problems.
• Reproduce customer environments on lab equipment.
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case.

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:

• At least 5 years of experience in a technical support role in a networking/security company or equivalent education.
• Strong understanding of Lan Edge Solutions (Wireless) and 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.
• Extensive working knowledge of Windows, UNIX or Linux.
• Previous call center experience, preferably supporting data networking products and/or security products, is desirable.
• Strong English skills both written and verbal.
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.

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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