Technical Account Manager

hace 4 semanas

Madrid, Madrid, España Fortinet A tiempo completo
Job Title: Technical Account Manager - Spanish/English Speaker

Location: Madrid or close to any of our Spanish offices (Madrid, Murcia/Sevilla/Bilbao/Barcelona) - working on a hybrid work mode

Language: Fluency in Spanish and English is mandatory

About the Role:

We are seeking a Technical Account Manager to join our team at Fortinet, a leading global provider of network security solutions. As a Technical Account Manager, you will be responsible for building long-term trusted relationships with key enterprise customers by operating as their primary technical advisor.

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
Requirements:

Skills and Attributes:

  • 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 a related field, or an equivalent experience
  • Fortinet certification NSE4, NSE5, NSE7, NSE8 is a distinct advantage

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