Strategic Cybersecurity Technical Account Manager

Fortinet; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

Fortinet, a cybersecurity pioneer, seeks a Technical Account Manager to manage dedicated accounts across Sydney and Melbourne. You will coordinate technical solutions, reproduce lab environments, and drive incidents to timely resolutions, interfacing with R&D to address product issues.

You will track support requests, create knowledge articles, and guide customers on new releases, while developing best-practice deployment and troubleshooting documentation for multi-vendor environments.

Qualifications

• 6–10 years’ experience in technical support role in a networking/security company.
• Strong understanding of data networking protocols (TCP/IP, routing, switching).
• Hands-on experience with security products and technologies (Firewalls, End point protection, IPSec VPN, RADIUS/LDAP, UTM).
• Admin level working knowledge of Windows, Linux or Unix.
• Good understanding of Web application concepts, security and vulnerabilities.
• Strong troubleshooting and problem-solving skills.
• Excellent oral and written communication skills.
• Bachelor’s degree in Computer Science, Software Engineering or related field, or equivalent.
• CCNA/CCNP/CCIE and/or CISSP certifications preferred.
• Experience in system integration and multi-vendor environment.
• Experience in programming and scripting to automate data collection during troubleshooting & daily operation.
• Experience in wireless access point.
• Experience in SQL database.

Responsibilities

• Be the primary point of contact for the dedicated account.
• Provide technical solutions to address customer issues.
• Centrally manage and prioritize customer issues to assure timely resolution.
• Reproduce customer environments on lab equipment.
• Coordinate with R&D to resolve product issues.
• Track, maintain and resolve incident reports and customer support requests.
• Create technical documentation and bulletins to improve knowledge bases.
• Update and provide guidance on new releases and features to dedicated accounts.
• Develop best practice deployment and troubleshooting methodology documentation.
• Conduct periodic site visits for managed accounts.
• Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results.

Skills

Networking protocols

Troubleshooting

Security products

Windows/Linux/Unix

Communication

Scripting/automation

SQL databases

Wireless access points

Security certifications

Education

Bachelor’s degree in CS/SE or related field

CCNA/CCNP/CCIE or CISSP preferred

Tools

SQL

Lab/test environments

Job description

Fortinet, a cybersecurity pioneer, seeks a Technical Account Manager to manage dedicated accounts across Sydney and Melbourne. You will coordinate technical solutions, reproduce lab environments, and drive incidents to timely resolutions, interfacing with R&D to address product issues.

You will track support requests, create knowledge articles, and guide customers on new releases, while developing best-practice deployment and troubleshooting documentation for multi-vendor environments.