Technical Account Manager

Job Description

As Technical Account Manager you will develop a deep understanding of the customer\’s business and technical needs to provide technical support solutions tailored to their needs and challenges. Your proactive guidance will help keep the customers\’ mission critical environments healthy by identifying potential issues before they become problems and improving the overall customer experience via best practices and technical recommendations that optimize their return on investment. If you are keen on helping customers achieve their strategic objectives while working on cutting edge security products, then come and join our team.

Key Responsibilities

• Develop a deep understanding of the customer\’s business and technical needs to provide technical information, guidance and support.
• Become a trusted advisor by proactively guiding customers with technical recommendations and best practices.
• Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, and recommend potential new solutions.
• Take initiatives and ownership of customer incidents to drive timely resolutions.
• Manage customer communications and expectations until the closure of each case.
• Participate in customer conference calls or face‑to‑face meetings.
• Produce service reports to summarize service activity and performance for key stakeholders.
• Report software/hardware related issues to R&D and assure follow‑up.

Skills and Attributes Requirements

• Good understanding of data networking protocols, specifically TCP/IP, routing and switching.
• Hands‑on experience with security products and technologies (e.g., firewalls, IDS/IPS, DDos protection, VPN, Web Application Firewall).
• Strong troubleshooting and problem‑solving skills.
• Experience managing customer interactions face‑to‑face and remotely.
• Previous experience in a technical support position within the telecommunications or large enterprise space.
• Strong interpersonal and communication skills.
• Prior experience with Fortinet products is an advantage.

Educational and Experience Requirements

• Minimum of 6 years of experience in a technical support/post‑sales role.
• Bachelor’s degree in Computer Science, Software Engineering or a related field, or equivalent experience.
• Fortinet certification (FCP, FCSS, FCX) or a valid NSE4/5/7 is a distinct advantage.

Office based 4 days a week.

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