Technical Account Manager

Overview

In this role you will serve as the primary technical advisor for strategic enterprise customers, aligning their business and technical needs with Fortinet’s security solutions. You’ll guide customers with best practices and proactive recommendations to keep mission-critical environments healthy and optimise ROI. You will work closely with cross-functional teams to resolve issues and drive value through tailored technical support. This is a hands-on, customer-facing position at a market-leading security company.

Responsibilities

• Understand customer business and technical needs to provide guidance and support
• Act as trusted advisor with proactive recommendations and best practices
• Perform advanced troubleshooting across Fortinet products and reproduce environments in lab
• Own customer incidents to ensure timely resolutions
• Manage customer communications and expectations through case closure
• Participate in customer calls and meetings
• Produce service reports for key stakeholders
• Report software/hardware issues to R&D and ensure follow-up

Key requirements

• Strong understanding of TCP/IP, routing and switching
• Hands-on experience with security products and technologies (firewalls, IDS/IPS, DDoS, VPN, WAF)
• Excellent troubleshooting and problem-solving skills
• Experience in face-to-face and remote customer management
• Previous technical support experience in telco or large enterprise
• Strong interpersonal and communication skills
• Fortinet product experience is an advantage

• Strong interpersonal skills
• Clear communication
• Proactive problem solving
• TCP/IP, routing and switching
• Security products and technologies (firewalls, IDS/IPS, DDoS, VPN, WAF)
• Lab replication of customer environments

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