Technical Account Mgr

Perception Point; Bogotá; Presencial; COP 198.715.000 - 298.072.000; Jornada completa

Descripción de la vacante

Fortinet is seeking a Technical Account Manager to be the primary technical contact for premium customers in the LATAM region. You will analyze customer network configurations, deliver expert guidance, and help clients optimize Fortinet solutions in a fast-paced, customer‑focused environment.

The role requires five years of networking experience, strong network security and routing knowledge, outstanding communication skills, and advanced English.

Formación

• Minimum of five years relevant professional experience in the network industry.
• Strong network security and routing experience.
• Excellent customer service orientation and communication skills.
• Certifications such as CCNA/CCNP/CCIE or CISSP preferred.
• Proficient with MS Word, PowerPoint, and Excel.
• Scripting and Windows server applications 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 trace information.
• Recommend actions based on analysis.
• Customer education, deliver knowledge transfer via webinars or workshops.
• Software recommendations, conduct bug scrubs reports.
• Upgrade testing in a lab environment and report results.
• Develop best practice deployment and troubleshooting documentation.
• Follow up technical cases and manage expectations to closure.
• Conduct weekly status conference calls with customers.
• Conduct quarterly reports for managed accounts.
• Provide direct technical email and phone support to LATAM customers.
• Analyze support requests and complete documentation requests.
• Exercise independent judgment in methods and evaluation criteria.

Conocimientos

5+ years exp

Network security

Customer service

Certifications

MS Office

Scripting/Windows

Willing to travel

Advanced English

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 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.