Technical Account Manager

hace 1 semana

Bilbao, Vizcaya, España Fortinet A tiempo completo

Key Responsibilities:

We are seeking a skilled Technical Account Manager to join our team at Fortinet. As a trusted advisor, you will develop a deep understanding of our customers' business and technical needs to provide technical information, guidance, and support.

Key Responsibilities:

  • Develop a deep understanding of customer business and technical needs to provide technical information, guidance, and support.
  • 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 ensure follow-up.

Skills and Attributes 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 Spanish is essential.

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 an equivalent experience.
  • Fortinet certification NSE4, NSE5, NSE7, NSE8 is a distinct advantage.

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