Technical Account Manager

Fortinet, Inc.; Canada; On-site; CAD 70,000 - 90,000; Full time

Job summary

A global cybersecurity company based in Canada is looking for a Technical Account Manager to deliver top-tier technical support for premium customers. The ideal candidate will have at least five years of experience in the network industry, strong network security knowledge, and exceptional customer service skills. Responsibilities include customer education, installation assistance, and conducting technical calls and site visits. This role is an excellent opportunity for professional growth in a fast-paced environment.

Qualifications

• Minimum of five years relevant professional experience preferably in the network industry.
• Willing to travel.

Responsibilities

• Deliver technical support for premium customers.
• Analyze customer network information and packet traces.
• Provide installation and configuration assistance.
• Conduct weekly conference calls to report status.
• Develop best practice deployment documentation.

Skills

Strong network security and routing experiences

Exceptional customer service orientation

Strong communications skills

Scripting experience

Windows server app experience

Proficient with MS Word

Proficient with PowerPoint

Proficient with Excel

Education

Bachelors degree and/or relevant experience

Tools

CCNA certification

CCNP certification

CCIE certification

CISSP certification

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