Technical Account Manager
Il y a 2 mois
Key Responsibilities:
- Develop a deep understanding of customer business and technical needs to provide technical 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 ownership of customer incidents to drive timely resolutions.
- Manage customer communications and expectations until case closure.
- 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.
Skills and Attributes 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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