Technical Account Manager - Network Security & Support

Job duties and responsibilities

Collection, analysis and change recommendations of configuration information

Collection and analysis of customer network information

Collection and analysis of packet trace information

Recommend actions based on analysis

Customer education, deliver knowledge transfer like webinar or workshops

Software recommendation, conduct bug scrubs reports

Upgrade testing, on a lab environment perform test to upgrade customer devices and provide a report

Develop best practice deployment and troubleshooting methodology documentation

Follow up technical cases and manage the right expectation until the closure of the cases

Conduct weekly status conference calls with customers to report status of open issues and projects

Conduct quarterly reports for your managed accounts

Work closely and provide direct technical email and phone support to our customers in the LATAM Region

Analysis of support request, completion of requests for information and documentation

Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Job Skills

Minimum of five years relevant professional experience preferably in the network industry

Strong network security and routing experiences

Exceptional customer service orientation and strong communications skills

Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications

Proficient with MS Word, PowerPoint, and Excel

Scripting and Windows server app experience

Willing to travel

Advanced English level

As a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers. This is a opportunity to learn all aspects of Fortinet products in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

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