As Technical Account Manager you will develop a deep understanding about the customerbusiness / technical needs that will be used to provide technical support solutions tailored to theirneeds and challenges. Your proactive guidance will help keeping 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 of investment.If you are keen in helping customers achieving their strategic objectives while working on cuttingedge security products then come and join our team.Key Responsibilities :
Develop a deep understanding about the customer business / technical needs to providetechnical information, guidance and supportBecome a trusted advisor by proactively guide your customers with technicalrecommendations and best practicesRun advanced troubleshooting on the full range of Fortinet products, reproduce customerenvironments on lab equipment, recommend potential new solutionsTake initiatives and ownership of customer incidents to drive for timely resolutionsManage customer communications and expectations until the closure of each caseParticipate in customer conference calls or face to face customer meetingsProduce service reports to summarize service activity and performance for keystakeholdersReport Software / Hardware related issues to R&D department and assure follow-upSkills and Attributes Requirements :
Good understanding of data networking protocols, specifically TCP / IP, routing andswitchingHands-on experience on security products and technologies (e.G. Firewalls, IDS / IPS,Strong troubleshooting and problem solving skillsFace to face and remote customer management experiencePrevious experience in a technical support position with telco or large enterprise space.Strong interpersonal and communication skillsPrevious experience on Fortinet products is an advantageEducational and Experience Requirements :
Minimum of 6 years of experience in a technical support / post-sales roleBachelor’s degree in Computer Science, Software Engineering or related field, or anFortinet certification FCP, FCSS, FCX is a distinct advantage (OR A VALID NSE4 / 7 / 7)Must be fluent in Spanish and EnglishLI-NC1
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