Technical Account Manager role summary and requirements.

OverviewAs Technical Account Manager you will develop a deep understanding about the customer business and technical needs to provide technical support solutions tailored to their needs and challenges. Your proactive guidance will help keep the customer''s mission critical environments healthy by identifying potential issues before they become problems and improving the overall customer experience via best practices and technical recommendations that will optimize return on investment. If you are keen on helping customers achieve their strategic objectives while working on cutting edge security products, join our team.

Key Responsibilities

Develop a deep understanding about the customer business/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, and recommend potential new solutions.

Take initiative and ownership of customer incidents to drive timely resolutions.

Manage customer communications and expectations until case closure.

Participate in customer conference calls or face-to-face meetings.

Produce service reports to summarize service activity and performance for key stakeholders.

Report software/hardware related issues to RandD and assure follow-up.

Skills and Attributes

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 telecom 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 related field, or equivalent experience.

Fortinet certification FCP, FCSS, FCX is a distinct advantage (or valid NSE4/7/7).

Office based in London 4 days per week.

Job Details

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Sales and Business Development

Industry: Computer and Network Security

#J-18808-Ljbffr