Enterprise Security Solutions Specialist
Há 7 dias
**About the Role:**
We are seeking a skilled Technical Account Manager to join our team at Fortinet, Inc. In this role, you will be responsible for building long-term relationships with key enterprise customers, providing technical support and guidance to help them optimize their customer experience.
As a Technical Account Manager, you will develop a deep understanding of your customers' business and technical needs, providing tailored solutions to meet their challenges. Your proactive guidance will help keep their mission-critical environments healthy by identifying potential issues before they become problems and improving the overall customer experience through best practices and technical recommendations that optimize their return on investment.
Key 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
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