As Technical Account Manager, you will develop a deep understanding of the customer
business and technical needs that will be used to provide technical support solutions tailored to their
needs and challenges. Your proactive guidance will help keep the customers' mission-critical
environments healthy by identifying potential issues before they become problems and improving
the overall customer experience via best practices and technical recommendations that will
optimize their return on investment.
If you are keen on helping customers achieve their strategic objectives while working on cutting
edge security products, then come and join our team.
Key Responsibilities:
1. Develop a deep understanding of the customer business and technical needs to provide
technical information, guidance, and support.
2. Become a trusted advisor by proactively guiding your customers with technical
recommendations and best practices.
3. Run advanced troubleshooting on the full range of Fortinet products, reproduce customer
environments on lab equipment, and recommend potential new solutions.
4. Take initiatives and ownership of customer incidents to drive for timely resolutions.
5. Manage customer communications and expectations until the closure of each case.
6. Participate in customer conference calls or face-to-face customer meetings.
7. Produce service reports to summarize service activity and performance for key
stakeholders.
8. Report Software/Hardware related issues to the R&D department and assure follow-up.
Skills and Attributes Requirements:
1. Good understanding of data networking protocols, specifically TCP/IP, routing, and
switching.
2. Hands-on experience with security products and technologies (e.g., Firewalls, IDS/IPS,
DDoS, VPN, Web Application Firewall).
3. Strong troubleshooting and problem-solving skills.
4. Face-to-face and remote customer management experience.
5. Previous experience in a technical support position with telco or large enterprise space.
6. Strong interpersonal and communication skills.
7. Previous experience with Fortinet products is an advantage.
Educational and Experience Requirements:
1. Minimum of 6 years of experience in a technical support/post-sales role.
2. Bachelor’s degree in Computer Science, Software Engineering, or related field, or an
equivalent experience.
3. 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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