Technical Account Manager

il y a 5 jours

Paris, Île-de-France Fortinet, Inc. Temps plein
Job Description

Fluency in French and English is mandatory for this role. We are looking for 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 needs and challenges.

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 the full range of 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 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 R&D department and assure follow-up.
Skills and Attributes Requirements:
  • Good understanding of data networking protocols, specifically TCP/IP, routing, and switching.
  • Hands-on experience on 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 on 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 related field, or an equivalent experience.
  • Fortinet certification NSE4, NSE5, NSE7, NSE8 is a distinct advantage.

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