Technical Account Manager

Fortinet - Sunnyvale, CA

Full-time

Sunnyvale, CA

Publishing Industries

About the position

As a Technical Account Manager at Fortinet, you will serve as the primary technical contact for premium customers, providing essential technical support and guidance. This role offers a unique opportunity to deepen your understanding of Fortinet products in a dynamic environment while enhancing your skills in network security. You will engage in various technical tasks, including analysis and recommendations based on customer network configurations and support requests, while also educating customers and managing technical cases effectively.

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 on networking and product knowledge
• Installation and configuration assistance
• Reproduction of 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
• Provide direct technical email and phone support to customers in the Americas Region
• 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 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