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Technical Account Manager
hace 2 meses
Job Summary
We are seeking a highly skilled Technical Account Manager to join our team at Fortinet. As a Technical Account Manager, you will be responsible for providing technical support and guidance to our customers in the LATAM Region.
Key Responsibilities
- Collect, analyze, and provide recommendations on configuration information to ensure optimal network performance.
- Analyze customer network information to identify areas for improvement and provide actionable insights.
- Collect and analyze packet trace information to troubleshoot network issues and provide solutions.
- Develop and deliver knowledge transfer sessions, such as webinars or workshops, to educate customers on best practices and new technologies.
- Recommend software solutions and conduct bug scrubs reports to ensure customers have the latest and greatest technology.
- Perform upgrade testing in a lab environment and provide detailed reports to customers.
- Develop and maintain best practice deployment and troubleshooting methodology documentation to ensure consistency and quality.
- Follow up on technical cases and manage customer expectations to ensure timely resolution.
- Conduct weekly status conference calls with customers to report on open issues and projects.
- Prepare and deliver quarterly reports to managed accounts, highlighting key achievements and areas for improvement.
- Provide direct technical support to customers via email and phone, exercising independent judgment in methods, techniques, and evaluation criteria.
Requirements
- Minimum of five years of relevant professional experience in the network industry, preferably with a strong background in network security and routing.
- Exceptional customer service orientation and strong communication skills, with the ability to work effectively with customers at all levels.
- Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications, with a strong understanding of network security and routing protocols.
- Proficient in MS Word, PowerPoint, and Excel, with experience in scripting and Windows server applications.
- Advanced English language skills, with the ability to communicate complex technical information effectively.
