Fortinet, Inc. | Technical Account Mgr
hace 5 días
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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Technical Account Mgr
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