Technical Account Manager

Fortinet; Madrid; On-site; EUR 55,000 - 75,000; Full time

Job summary

Fortinet is seeking an office-based technical support professional for our Madrid team. You will work four days a week on-site, communicating in Spanish and English to understand customer needs and guide product usage.

You will troubleshoot complex Fortinet products, reproduce issues in our lab, and provide actionable recommendations while ensuring timely incident closure and clear reporting to stakeholders.

Qualifications

• Minimum 6 years in technical support/post-sales
• Bachelor's degree in CS/Software Eng or related field, or equivalent experience
• Fortinet certifications (FCP/FCSS/FCX) are advantageous

Responsibilities

• Develop a deep understanding of customer business and technical needs to provide guidance and support
• Become a trusted advisor by proactively offering technical recommendations and best practices
• Run advanced troubleshooting on Fortinet products, reproduce customer environments in lab equipment, and suggest potential solutions
• Take ownership of customer incidents to drive timely resolutions
• Manage customer communications and expectations through closure of each case
• Participate in customer conference calls and face-to-face meetings
• Produce service reports to summarize activity and performance for stakeholders
• Report software/hardware issues to R&D and ensure follow-up

Skills

TCP/IP

Firewall/Security

Troubleshooting

Customer management

Telco/Enterprise support

Interpersonal skills

Fortinet experience

Education

Bachelor's degree in Computer Science or related field

Tools

Fortinet certifications (FCP/FCSS/FCX)

Job description

Job Description

Office based 4 days a week in Fortinet's Madrid office

Need to be Spanish/English speaker - business level

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 meetings
• Produce 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