Technical Account Manager

Fortinet; Madrid; Presencial; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

Una empresa innovadora busca un Gerente de Cuenta Técnica que desarrolle una comprensión profunda de las necesidades comerciales y técnicas de los clientes. En esta emocionante posición, serás responsable de proporcionar soluciones de soporte técnico personalizadas, guiando proactivamente a los clientes y optimizando su experiencia con productos de seguridad de vanguardia. Con un enfoque en la resolución de problemas y la gestión de relaciones, tendrás la oportunidad de influir positivamente en el éxito de los clientes mientras trabajas con tecnología de última generación. Si te apasiona ayudar a los clientes a alcanzar sus objetivos estratégicos, esta es la oportunidad ideal para ti.

Formación

• 6+ years in technical support/post-sales role required.
• Fluency in Spanish and English is a must.

Responsabilidades

• Understand customer needs to provide tailored technical support.
• Proactively guide customers with recommendations and best practices.
• Manage customer incidents and communications until resolution.

Conocimientos

TCP/IP

Routing

Switching

Firewalls

IDS/IPS

DDoS protection

VPN

Web Application Firewall

Troubleshooting

Customer management

Educación

Bachelor’s degree in Computer Science

Fortinet certification (FCP, FCSS, FCX)

Equivalent experience

Herramientas

Fortinet products

Descripción del empleo

As Technical Account Manager, you will develop a deep understanding of the customer
business and technical needs that will be used to provide technical support solutions tailored to their
needs and challenges. Your proactive guidance will help keep the customers' mission-critical
environments healthy by identifying potential issues before they become problems and improving
the overall customer experience via best practices and technical recommendations that will
optimize their return on investment.
If you are keen on helping customers achieve their strategic objectives while working on cutting
edge security products, then come and join our team.

Key Responsibilities:

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

Skills and Attributes Requirements:

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

Educational and Experience Requirements:

1. Minimum of 6 years of experience in a technical support/post-sales role.
2. Bachelor’s degree in Computer Science, Software Engineering, or related field, or an
   equivalent experience.
3. Fortinet certification FCP, FCSS, FCX is a distinct advantage (OR A VALID NSE4/7/7).

Must be fluent in Spanish and English.