Technical Account Mgr

Overview

As a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers. This is an opportunity to learn all aspects of Fortinet products in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Job duties and responsibilities

• Collection, analysis and change recommendations of configuration information


• Collection and analysis of customer network information


• Collection and analysis of packet trace information


• Recommend actions based on analysis


• Customer education, deliver knowledge transfer like webinar or workshops


• Software recommendation, conduct bug scrubs reports


• Upgrade testing, on a lab environment perform test to upgrade customer devices and provide a report


• Develop best practice deployment and troubleshooting methodology documentation


• Follow up technical cases and manage the right expectation until the closure of the cases


• Conduct weekly status conference calls with customers to report status of open issues and projects


• Conduct quarterly reports for your managed accounts


• Work closely and provide direct technical email and phone support to our customers in the LATAM Region


• Analysis of support request, completion of requests for information and documentation


• Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Job Skills

• Minimum of five years relevant professional experience preferably in the network industry


• Strong network security and routing experiences


• Exceptional customer service orientation and strong communications skills


• Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications


• Proficient with MS Word, PowerPoint, and Excel


• Scripting and Windows server app experience


• Willing to travel


• Advanced English level