Technical Account Manager - Sydney/Melbourne

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

Technical Account Manager - Sydney/Melbourne

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamicTechnical Account Manager to contribute to the success of our rapidly growing business.

As a Technical Account Manager,you will:

• Be the primary point of contact for the dedicated account.
• Provide technical solutions to address customer issues.
• Centrally manage and prioritize customer issue to assure timely resolution.
• reproduce customer environments on lab equipment.
• Follow-up with R&D departments to resolve product issues.
• Be responsible for tracking, maintaining and resolving incident reports and customer support requests.
• Create technical documentation and bulletins to improve internal and external knowledge base.
• 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 the managed accounts.
• Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results.

We Are Looking For:

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• At least 6-10 years’ experience in technical support role in a networking/security company.
• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching.
• Hands on Experience Security products and technologies such as Firewalls, End point protection, IPSec VPN, Authentication (RADIUS, LDAP, etc), UTM, etc.
• Administrator level working knowledge of Windows, Linux or Unix skills an advantage.
• Good understanding of Web application concepts, security and vulnerabilities.
• Strong troubleshooting and problem-solving skills.
• Effective oral and written communication skills.
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• Prefer candidates with CCNA, CCNP, CCIE and/or CISSP certifications.
• Experience in system integration and multi vendors environment.
• Experience in programming and scripting that would assist automate data collection during trouble shooting & daily operation.
• Experience in wireless access point.
• Experience in SQL database.

Why Join Us:

At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

Fortinet makes possible a digital world that we can always trust through its mission to protect people, devices, and data everywhere. This is why the world’s largest enterprises, service providers, and government organizations choose Fortinet to securely accelerate their digital journey. The Fortinet Security Fabric platform delivers broad, integrated, and automated protections across the entire digital attack surface, securing critical devices, data, applications, and connections from the data center to the cloud to the home office. Ranking #1 in the most security appliances shipped worldwide, more than 615,000 customers trust Fortinet to protect their businesses. And the Fortinet NSE Training Institute, an initiative of Fortinet’s Training Advancement Agenda (TAA), provides one of the largest and broadest training programs in the industry to make cyber training and new career opportunities available to everyone.