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Technical Account Manager
hace 2 meses
**Job Summary**
Fortinet is seeking a highly skilled Technical Account Manager to join our team. As a Technical Account Manager, you will be responsible for building and maintaining long-term relationships with key enterprise customers, providing technical guidance and support to help them optimize their customer experience.
**Key Responsibilities:**
- Develop a deep understanding of the customer's business and technical needs to provide tailored technical support solutions.
- Become a trusted advisor by proactively guiding customers with technical recommendations and best practices.
- Run advanced troubleshooting on Fortinet products, reproduce customer environments on lab equipment, and recommend potential new solutions.
- Take initiatives and ownership of customer incidents to drive 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 key stakeholders.
- Report software/hardware-related issues to the R&D department and assure follow-up.
**Requirements:**
- Good understanding of data networking protocols, specifically TCP/IP, routing, and switching.
- 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 a telco or large enterprise space.
- Strong interpersonal and communication skills.
- Previous experience with Fortinet products is an advantage.
- Fluency in English and French is essential.
**Requirements:**
- Minimum of 6 years of experience in a technical support/post-sales role.
