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Security Account Executive
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**The Job:**
We are seeking a Technical Account Manager to join our team at Fortinet, Inc. As a Technical Account Manager, you will be responsible for developing long-term relationships with key enterprise customers, providing technical support and guidance to help them optimize their customer experience.
Some of the key responsibilities of this role include developing a deep understanding of customer business and technical needs, becoming a trusted advisor by proactively guiding customers with technical recommendations and best practices, and taking initiatives and ownership of customer incidents to drive timely resolutions.
Responsibilities:
- Develop a deep understanding of customer business and 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 Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions
- Take initiatives and ownership of customer incidents to drive timely resolutions
- Manage customer communications and expectations until each case is closed
- 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 the R&D department and ensure follow-up
Requirements:
- 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 telco or large enterprise space
- Strong interpersonal and communication skills
- Previous experience with Fortinet products is an advantage
