Technical Account Manager

Fortinet   •  

Plano, TX

Industry: Information Technology


5 - 7 years

Posted 56 days ago

As a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers. This is a superb 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 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 (gaps in networking, product knowledge etc…
  • Installation and configuration assistance
  • Reproduction of customer environments on lab equipment
  • 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 site visits for your managed accounts.
  • Work closely and provide direct technical email and phone support to our customers in the America's Region (Canada, US, Central and South America)
  • Develop best practice deployment and troubleshooting methodology documentation.
  • 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 Required

  • Minimum of five years relevant professional experience preferably in the network industry
  • Strong network security and routing experiences
  • Scripting and Windows server app experience
  • Exceptional customer service orientation and strong communications skills
  • Proficient with MS Word, PowerPoint, and Excel
  • Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications
  • Willing to travel

Educational Requirements

  • Bachelor's degree and/or relevant experience