Technical Account Manager
2 months ago
Technical Account Manager
As a member of the Technical Account Support Team, you will use your deep understanding of network/security architectures and general knowledge about the current trends in the market to help promote product quality, while providing best-in-class solutions. You will work with research and development groups, sales teams and regional support teams in a fast-paced environment.
For this position, you have to demonstrate experience in participating in the post-sales support escalation processes, which includes pre-sales experience, as well as strong customer-facing skills, particularly in the telco and large enterprise space.
This position requires strong oral and written communication skills. Oral communication skills include speaking clearly and persuasively, listening carefully to ensure a full understanding of the situation, and responding well to questions when dealing with both positive and negative situations. This position also requires the ability to write clearly to provide full information as well as to understand and interpret written information.
Responsibilities:
A primary point of contact for the dedicated accounts Provide technical solutions to address customer issues Centrally manage and prioritize customer issues to ensure timely resolution Reproduction of customer environments on lab equipment Follow-up with R&D departments to resolve product issues Responsible for tracking, maintaining and resolving incident reports and customer support requests Creation of technical documentation and bulletins to improve internal and external knowledge base Update and guide new releases and features to dedicated accounts Develop best practice deployment and troubleshooting methodology documentation Conduct periodic site visits for the managed accounts. Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results.Requirements:
At least 8-10 years of experience in a technical support role in a networking/security company Strong understanding of data networking protocols, specifically TCP/IP, routing and switching Hands-on Experience Security products and technologies such as Firewalls, Endpoint protection, IPSec VPN, Authentication (RADIUS, LDAP, etc), UTM, etc Administrator-level working knowledge of Windows, Linux or Unix skills is an advantage Good understanding of Web application concepts, security and vulnerabilities Strong troubleshooting and problem-solving skills Effective oral and written communication skills A Bachelor’s degree in Computer Science, Software Engineering or a related field, or an equivalent combination of training and experience is desirable. Prefer candidates with CCNA, CCNP, CCIE and/or CISSP certifications Experience in system integration and multi-vendor environment Experience in programming and scripting that would assist automate data collection during troubleshooting & daily operation Experience in data center deployment Experience in wireless access point Experience in SQL databaseFortinet is an Equal Opportunity Employer.
We will only notify shortlisted candidates.
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