Technical Account Manager

il y a 2 semaines

Antibes, Provence-Alpes-Côte d'Azur, France Fortinet Temps plein

Fluency in French and English is Mandatory

Preferred Location: Close Proximity to Fortinet Office

Fortinet is seeking a Technical Account Manager to serve as a primary technical advisor for key enterprise customers. As a trusted advisor, you will develop a deep understanding of customer business and technical needs to provide tailored technical support solutions.

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

Education 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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