Technical Account Manager French/English Speaker
Il y a 2 mois
Fluency in French and English is a must
It is preferable that you are based close to a Fortinet office so you can work on a hybrid work model.
Fortinet is seeking a Technical Account Manager to build a long-term trusted relationship with key enterprise customers. As a Technical Account Manager, you will develop a deep understanding of customer business and technical needs to provide technical support solutions tailored to their requirements.
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, and recommend potential new solutions
- Take initiatives and ownership of customer incidents to drive timely resolutions
- Manage customer communications and expectations until the closure of each case
- Participate in customer conference calls or face-to-face customer 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 a telco or large enterprise space
- Strong interpersonal and communication skills
- Previous experience with Fortinet products is an advantage
- Fluency in English and French is essential
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 a related field, or an equivalent experience
- Fortinet certification NSE4, NSE5, NSE7, NSE8 is a distinct advantage
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