About This Role
This Technical Account Manager role is the primary technical contact for delivering support to premium customers. It offers a superb opportunity to learn all aspects of Fortinet products in a fast-paced environment, expanding knowledge and developing skills in network security.
Responsibilities
- Collect, analyze, and recommend changes for configuration information
- Collect and analyze customer network information
- Collect and analyze packet trace information
- Recommend actions based on analysis
- Educate customers on networking and product knowledge gaps
- Provide installation and configuration assistance
- Reproduce customer environments on lab equipment
- Follow up on technical cases and manage expectations until closure
- Conduct weekly status conference calls with customers to report on open issues and projects
- Conduct quarterly site visits for managed accounts
- Work closely and provide direct technical email and phone support to customers in the Americas Region (Canada, US, Central and South America)
- Develop best practice deployment and troubleshooting methodology documentation
- Analyze support requests and complete requests for information and documentation
- Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results
Requirements
- Minimum of five years relevant professional experience, preferably in the network industry
- Strong network security and routing experience
- Scripting and Windows server application experience
- Exceptional customer service orientation and strong communication skills
- Proficient with MS Word, PowerPoint, and Excel
- Must be authorized to work in the U.S. without sponsorship
Nice to have:
- CCNA, CCNP, CCIE, and/or CISSP certifications
Benefits
- Medical, dental, vision, life and disability insurance
- 401(k)
- 11 paid holidays
- Vacation time
- Sick time
- Comprehensive leave program
- Eligibility to participate in the Fortinet equity program
- Bonus eligibility (reviewed at the time of hire and annually at the Company's discretion)
Important Details
- Travel: Willing to travel
About the Company
Fortinet brings solutions that make a meaningful and lasting impact to over 890,000 customers around the globe.
