Technical Account Manager - Network Security & Support

NGP Management Oy; Bogotá; On-site; COP 90,000,000 - 130,000,000; Full time

Job summary

Zoomcar is seeking a Technical Account Manager to be the primary technical contact for premium customers, delivering high-quality support in a fast-paced networking environment.

This role focuses on network security, configuration analysis, customer education, and collaboration with LATAM accounts, requiring five+ years of experience and advanced English.

Willingness to travel and certifications such as CCNA/CCNP/CCIE/CISSP are preferred; join a team that values problem solving and growth.

Qualifications

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

Responsibilities

• Serve as primary technical contact delivering technical support for premium customers.
• Collect, analyze and recommend changes to configuration information.
• Collect and analyze customer network information and packet traces.
• Provide actions based on analysis and educate customers via webinars or workshops.
• Recommend software, conduct bug scrubs, and test upgrades in lab environments.
• Develop deployment and troubleshooting best-practice documentation.
• Follow up on technical cases and manage expectations to closure.
• Conduct weekly status calls and quarterly reports for managed accounts.
• Provide direct technical email and phone support to LATAM customers.
• Analyze support requests and prepare documentation.
• Exercise independent judgment in methods and evaluation criteria to obtain results.

Skills

Network security

Routing experience

Customer service

Communication skills

Advanced English

Education

CCNA, CCNP, CCIE, CISSP certifications

Tools

MS Word

PowerPoint

Excel

Scripting

Windows Server

Job description

Job duties and 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, deliver knowledge transfer like webinar or workshops
• Software recommendation, conduct bug scrubs reports
• Upgrade testing, on a lab environment perform test to upgrade customer devices and provide a report
• Develop best practice deployment and troubleshooting methodology documentation
• 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 reports for your managed accounts
• Work closely and provide direct technical email and phone support to our customers in the LATAM Region
• 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

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

As a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers. This is a 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.