Technical Account Manager

hace 4 semanas

Madrid, Madrid, España Fortinet A tiempo completo

At Fortinet, we are seeking a skilled Technical Account Manager to build long-term trusted relationships with key enterprise customers. As a Technical Account Manager, you will develop a deep understanding of the customer's business and technical needs to provide technical support solutions tailored to their requirements.

The ideal candidate will have a strong understanding of data networking protocols, specifically TCP/IP, routing, and switching, as well as hands-on experience with security products and technologies. Strong troubleshooting and problem-solving skills, face-to-face and remote customer management experience, and previous experience in a technical support position with telco or large enterprise space are also essential.

The successful candidate will be responsible for developing a deep understanding of the customer's business and technical needs, providing technical information, guidance, and support, and becoming a trusted advisor by proactively guiding customers with technical recommendations and best practices.

The role requires a minimum of 6 years of experience in a technical support/post-sales role and a Bachelor's degree in Computer Science, Software Engineering, or a related field, or equivalent experience. Fortinet certification NSE4, NSE5, NSE7, NSE8 is a distinct advantage.

Key responsibilities include developing a deep understanding of the customer's business and technical needs, providing technical information, guidance, and support, becoming a trusted advisor, running advanced troubleshooting, taking initiatives and ownership of customer incidents, managing customer communications and expectations, participating in customer conference calls or face-to-face customer meetings, producing service reports, and reporting software/hardware-related issues to the R&D department.

The ideal candidate will have strong interpersonal and communication skills, be able to work in a hybrid work model, and have a strong understanding of the customer's business and technical needs.

We are looking for a skilled Technical Account Manager to join our team and help strategic accounts optimize their customer experience.

Key Responsibilities:

  • Develop a deep understanding of the customer's 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 the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions.
  • Take initiatives and ownership of customer incidents to drive for 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.

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 telco or large enterprise space.
  • Strong interpersonal and communication skills.
  • Previous experience with Fortinet products is an advantage.

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

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