Technical Account Manager

Fortinet, Inc.; Madrid; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

Fortinet, Inc. in Madrid, Spain, is seeking an experienced technical support professional for an office-based role four days a week.

The candidate must be fluent in Spanish and English at business level, with a strong background in networking, security technologies, and customer-facing support. The role requires troubleshooting complex Fortinet products, acting as a trusted advisor, and coordinating with R&D as needed.

Formación

• Strong knowledge of data networking protocols (TCP/IP, routing, switching)
• Hands-on experience with security technologies (firewalls, IDS/IPS, VPN, WAF)
• Proven troubleshooting and problem-solving skills
• Experience in face-to-face and remote customer management
• Background in technical support within telco or large enterprise
• Excellent interpersonal and communication skills
• Fortinet product experience is a plus

Responsabilidades

• Understand customer business and technical needs delivering guidance and support
• Act as trusted advisor with recommendations and best practices
• Perform advanced troubleshooting across Fortinet products and lab environments
• Own incidents and drive timely resolutions
• Manage customer communications until case closure
• Participate in customer calls and meetings
• Produce service reports for stakeholders
• Escalate issues to R&D with proper follow-up

Conocimientos

Networking TCP/IP

Routing & Switching

Security products

Troubleshooting

Remote customer management

Customer communication

Telco/enterprise experience

Fortinet product familiarity

Educación

Bachelor’s degree in CS/Software Eng

Fortinet certifications (FCP/FCSS/FCX) advantageous

Descripción del empleo

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