Fortinet, Inc. | Technical Account Mgr

hace 5 días


distrito federal, México Fortinet, Inc. A tiempo completo

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 webinars or workshops
  • Software recommendation, conduct bug scrubs reports
  • Upgrade testing, perform tests in a lab environment to upgrade customer devices and provide a report
  • Develop best practice deployment and troubleshooting methodology documentation
  • Follow up on technical cases and manage expectations until case closure
  • Conduct weekly status conference calls with customers to report the status of open issues and projects
  • Conduct quarterly reports for managed accounts
  • Work closely and provide direct technical email and phone support to customers in the LATAM Region
  • Analyze support requests and complete requests for information and documentation
  • Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results


Job Skills

  • Minimum of five years of relevant professional experience, preferably in the network industry
  • Strong network security and routing experience
  • Exceptional customer service orientation and strong communication skills
  • CCNA, CCNP, CCIE, and/or CISSP certifications are a plus
  • Proficient with MS Word, PowerPoint, and Excel
  • Scripting and Windows server application experience
  • Willingness to travel
  • Advanced English proficiency
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