Technical Account Manager

Fortinet; Brussel; Sur place; EUR 65 000 - 90 000; Plein temps

Résumé du poste

Fortinet is seeking a Technical Account Manager to act as the primary technical advisor for strategic enterprise customers in Brussels. You will understand customer needs, provide tailored technical solutions, and guide best practices to optimize ROI while maintaining mission-critical environments.

You will troubleshoot across Fortinet products, own incidents, and communicate effectively with stakeholders. Fortinet certifications are a plus, and a strong background in security networking is

Qualifications

• Bachelor’s degree in CS or related field or equivalent experience.
• 6+ years in technical support or post-sales for enterprise telecoms.
• Fortinet networking and security knowledge is preferred.

Responsabilités

• Develop deep understanding of customer needs to provide technical guidance.
• Act as trusted advisor with proactive recommendations and best practices.
• Run advanced troubleshooting across Fortinet products and lab environments.
• Own customer incidents to drive timely resolutions and clear communications.
• Participate in customer meetings and produce service reports for stakeholders.
• Escalate software/hardware issues to R&D and ensure follow-up.

Connaissances

TCP/IP networking

Troubleshooting

Customer management

Communication skills

Fortinet product knowledge

Formation

Bachelor's degree in Computer Science or related field

Fortinet certifications (FCP/FCSS/FCX) a distinct advantage

Outils

Fortinet product suite

Description du poste

Job Description

Would you like to join the leading global provider of network security solutions to help strategic accounts optimizing their customer experience? At Fortinet we are looking for a Technical Account Manager to build a long-term trusted relationship by operating as primary technical advisor for key enterprise customers. As Technical Account Manager you will develop a deep understanding about the customer business/technical needs that will be used to provide technical support solutions tailored to their needs and challenges. Your proactive guidance will help keeping 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 will optimize their return of investment. If you are keen in helping customers achieving their strategic objectives while working on cutting edge security products, then come and join our team.

Key Responsibilities

• Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support


• Become a trusted advisor by proactively guide your customers with technical recommendations and best practices


• Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions


• Take initiatives and ownership of customer incidents to drive for timely resolutions


• Manage customer communications and expectations until the closure of each case


• Participate in customer conference calls or face to face customer meetings


• Produce service reports to summarize service activity and performance for key stakeholders


• Report Software/Hardware related issues to R&D department and assure follow-up

Skills and Attributes Requirements

• Good understanding of data networking protocols, specifically TCP/IP, routing and switching


• Hands-on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)


• Strong troubleshooting and problem solving skills


• Face to face and remote customer management experience


• Previous experience in a technical support position with telco or large enterprise space.


• Strong interpersonal and communication skills


• Previous experience on 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 related field, or an equivalent experience


• Fortinet certification FCP, FCSS, FCX a distinct advantage