Technical Account Manager

Fortinet, Inc.; Burnaby; On-site; CAD 104,000 - 128,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

RRSP with company match

Paid time off

EFAP

Job summary

Fortinet, Inc. in Canada is seeking a Technical Account Manager to serve as the primary technical contact for premium customers. The role focuses on delivering technical support while expanding knowledge in Fortinet products and network security.

You will collect and analyze configuration and network data, provide actionable recommendations, educate customers, and ensure proper installations and lab reproductions. Travel will be required for regional accounts.

Qualifications

• Minimum five years relevant professional experience preferably in the network industry.
• Strong network security and routing experiences.
• Scripting and Windows server app experience.
• Exceptional customer service orientation and strong communications skills.
• Proficient with MS Word, PowerPoint, and Excel.
• Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications.
• Willing to travel.

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 on gaps in networking and product knowledge.
• Installation and configuration assistance.
• Reproduction of customer environments on lab equipment.
• Follow up technical cases and manage expectations until closure.
• Conduct weekly status conference calls with customers to report status of open issues and projects.
• Conduct quarterly site visits for managed accounts.
• Provide direct technical email and phone support to our customers in the Americas Region (Canada, US, Central and South America).
• Develop best practice deployment and troubleshooting methodology documentation.
• Analyze support requests and complete information/docs.

Skills

Five years experience

Network security

Scripting

Windows server

Customer service

MS Office

Certifications (CCNA/CCNP/CCIE/CISSP)

Willing to travel

Education

Bachelor's degree or relevant experience

Job description

As a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers. This is a superb opportunity to learn all aspects of Fortinet products in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Job 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 (gaps in networking, product knowledge etc
• Installation and configuration assistance
• Reproduction of customer environments on lab equipment
• Follow up technical cases and manage the right expectation until the closure of the cases
• Conduct weekly status conference calls with customers to report status of open issues and projects.
• Conduct quarterly site visits for your managed accounts.
• Work closely and provide direct technical email and phone support to our customers in the Americas Region (Canada, US, Central and South America)
• Develop best practice deployment and troubleshooting methodology documentation.
• Analysis of support request, completion of requests for information and documentation
• Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Job Skills Required

• Minimum of five years relevant professional experience preferably in the network industry
• Strong network security and routing experiences
• Scripting and Windows server app experience
• Exceptional customer service orientation and strong communications skills
• Proficient with MS Word, PowerPoint, and Excel
• Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications
• Willing to travel

Educational Requirements

• Bachelors degree and/or relevant experience

The Canada base salary range for this full-time position is expected to be between $104,000 - $128,000 annually. Wage ranges are based on various factors including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience.

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members.

All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.

Why Join Us

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 890,000+ customers around the globe.