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Technical Account Manager

hace 1 mes

Xico, México Fortinet A tiempo completo
Job Title: Technical Account Manager

As a Technical Account Manager at Fortinet, you will be responsible for providing first-level supervision to a team of support engineers, ensuring they have the necessary tools and environment to provide top-notch technical support to our customers.

Key Responsibilities:
  • Manage workload, response, resolution, and quality of support engineers
  • Monitor and manage support engineer queues and escalate issues as necessary
  • Ensure SLAs are honored and premium support accounts are managed properly
  • Perform case reviews and provide 1:1 monthly feedback to the team
  • Highlight areas of improvement and recommend changes in methods, processes, and tools
  • Monitor and manage operational and customer satisfaction metrics to meet organizational goals
Requirements:
  • Bachelor's/Engineering degree in Computer Science, Electronics, or Telecommunications
  • Minimum 5-8 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or a PhD without experience; or equivalent work experience
  • Ability to think creatively to develop new solutions to problems
  • Ability to align support to customer service processes
  • Strong analytical skills; troubleshooting and/or problem solving
  • Demonstrated leadership skills
  • Previous direct customer interaction, preferably in a supervisory role
Preferred Qualifications:
  • Experience in a technical support role in a networking/security company or equivalent education
  • Strong ability to energize and lead others
  • Ability to handle conflict situations
  • Previous experience leading teams is a must
  • Bilingual: Strong oral and written communication skills, both in Spanish and English