Technical Account Mgr

Fortinet, Inc.; Bogotá; Presencial; COP 70.000.000 - 100.000.000; Jornada completa

Descripción de la vacante

Fortinet, Inc. is seeking an experienced network professional for a customer-facing role in Bogotá. You will analyze network data, provide recommendations, and educate customers through webinars or workshops.

This role emphasizes security and routing expertise, advanced English, and the ability to manage ongoing support for LATAM customers. Travel is expected as needed.

Formación

• 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

Responsabilidades

• Collect, analyze and recommend changes to configuration information
• Collect and analyze customer network information
• Collect and analyze packet traces
• Recommend actions based on analysis
• Educate customers with knowledge transfer like webinars or workshops
• Recommend software, conduct bug scrubs and reports
• Upgrade testing in lab environment; test upgrades and provide a report
• Develop best practice deployment and troubleshooting methodology documentation
• 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 reports for managed accounts
• Provide direct technical email and phone support to LATAM customers
• Analysis of support requests and documentation completion
• Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Conocimientos

Network security

Routing

Customer service

Communications

CCNA/CCNP/CCIE/CISSP

Scripting

Windows server

Willing to travel

Advanced English

Herramientas

MS Word

PowerPoint

Excel

Descripción del empleo

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 documentationFollow 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