Technical Account Manager

Fortinet; Kelsterbach; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

Fortinet in Kelsterbach seeks a Technical Account Manager to act as primary technical advisor for strategic enterprise customers. Office based in Kelsterbach 4 days a week; German and English business proficiency required.

You will troubleshoot, guide customers with best practices, and coordinate with R&D to resolve issues while building long-term trusted relationships.

Qualifikationen

• Deep understanding of TCP/IP, routing and switching.
• Hands-on experience with security products (firewalls, IDS/IPS, VPN, WAF).
• Strong troubleshooting and problem solving skills.
• Experience in managing customers face-to-face and remotely.
• Minimum 6 years in technical support or post-sales.
• Bachelor’s degree in Computer Science, Software Engineering, or related field.
• Fortinet certifications (FCP, FCSS, FCX) are advantageous.

Aufgaben

• Develop a deep understanding of customer business and technical needs to provide guidance and support.
• Become a trusted advisor by proactively guiding customers with technical recommendations and best practices.
• Run advanced troubleshooting on Fortinet products and reproduce environments in lab.
• Take ownership of customer incidents and drive timely resolutions.
• Manage customer communications and expectations until case closure.
• Produce service reports summarizing activity and performance for key stakeholders.
• Report software/hardware issues to R&D and ensure follow-up.

Kenntnisse

TCP/IP

Routing & Switching

Security products

Troubleshooting

Customer management

Fortinet products

Enterprise support

Ausbildung

Bachelor’s degree in Computer Science / Software Engineering

Fortinet certifications (FCP, FCSS, FCX)

Jobbeschreibung

Job Description

Office based in Kelsterbach 4 days a week. Must be a German and English speaker (business level)

Would you like to join the leading global provider of network security solutions to help strategic accounts optimizing their customer experience? At Fortinet we are looking for a Technical Account Manager to build a long-term trusted relationship by operating as primary technical advisor for key enterprise customers.

Key Responsibilities

• Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support
• Become a trusted advisor by proactively guide your customers with technical recommendations and best practices
• Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions
• Take initiatives and ownership of customer incidents to drive for timely resolutions
• Manage customer communications and expectations until the closure of each case
• Participate in customer conference calls or face to face customer meetingsProduce service reports to summarize service activity and performance for key stakeholders
• Report Software/Hardware related issues to R&D department and assure follow-up

Skills and Attributes Requirements

• Good understanding of data networking protocols, specifically TCP/IP, routing and switching
• Hands-on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)
• Strong troubleshooting and problem solving skills
• Face to face and remote customer management experience
• Previous experience in a technical support position with telco or large enterprise space.
• Strong interpersonal and communication skills
• Previous experience on Fortinet products is an advantage

Educational and Experience Requirements

• Minimum of 6 years of experience in a technical support/post-sales role
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent experience
• Fortinet certification FCP, FCSS, FCX a distinct advantage or similar