As Technical Account Manager, you will develop a deep understanding of the customerbusiness and technical needs that will be used to provide technical support solutions tailored to theirneeds and challenges. Your proactive guidance will help keep the customers' mission-criticalenvironments healthy by identifying potential issues before they become problems and improvingthe overall customer experience via best practices and technical recommendations that willoptimize their return on investment.If you are keen on helping customers achieve their strategic objectives while working on cuttingedge security products, then come and join our team.Key Responsibilities:
Develop a deep understanding of the customer business and technical needs to providetechnical information, guidance, and support.Become a trusted advisor by proactively guiding your customers with technicalrecommendations and best practices.Run advanced troubleshooting on the full range of Fortinet products, reproduce customerenvironments on lab equipment, and recommend potential new solutions.Take initiatives and ownership of customer incidents to drive for timely resolutions.Manage customer communications and expectations until the closure of each case.Participate in customer conference calls or face-to-face customer meetings.Produce service reports to summarize service activity and performance for keystakeholders.Report Software/Hardware related issues to the R&D department and assure follow-up.Skills and Attributes Requirements:
Good understanding of data networking protocols, specifically TCP/IP, routing, andswitching.Hands-on experience with security products and technologies (e.G., Firewalls, IDS/IPS,DDoS, VPN, Web Application Firewall).Strong troubleshooting and problem-solving skills.Face-to-face and remote customer management experience.Previous experience in a technical support position with telco or large enterprise space.Strong interpersonal and communication skills.Previous experience with Fortinet products is an advantage.Educational and Experience Requirements:
Minimum of 6 years of experience in a technical support/post-sales role.Bachelor’s degree in Computer Science, Software Engineering, or related field, or anequivalent experience.Fortinet certification FCP, FCSS, FCX is a distinct advantage (OR A VALID NSE4/7/7).Must be fluent in Spanish and English.
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