Technical Account Manager Madrid, Comunidad de Madrid, Spain and 3 Posted on 04/11/2025 Be the [...]

Fortinet, Inc.; Madrid; Presencial; EUR 50.000 - 90.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Technical Account Manager to enhance customer experience with cutting-edge security products. In this role, you will develop a deep understanding of customer needs and provide tailored technical support solutions. Your proactive guidance will help maintain mission-critical environments while optimizing ROI through best practices and technical recommendations. If you are passionate about helping customers achieve their strategic objectives and thrive in a dynamic environment, this opportunity is perfect for you.

Formación

• 6+ years in a technical support or post-sales role.
• Bachelor's in Computer Science or related field required.

Responsabilidades

• Understand customer needs to provide tailored technical solutions.
• Proactively guide customers with recommendations and best practices.
• Manage customer communications until case closure.

Conocimientos

TCP/IP

Routing and Switching

Security Products

Troubleshooting

Problem Solving

Customer Management

Interpersonal Skills

Communication Skills

Fortinet Products Knowledge

Educación

Bachelor's degree in Computer Science

Fortinet certification FCP, FCSS, FCX

Valid NSE4/7/7 certification

Descripción del empleo

• Job Schedule Full time

Job Description

As Technical Account Manager you will develop a deep understanding about the customer
business/technical needs that will be used to provide technical support solutions tailored to their
needs and challenges. Your proactive guidance will help keeping 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 of investment.
If you are keen in helping customers achieving their strategic objectives while working on cutting
edge security products then come and join our team.

Key Responsibilities:

1. Develop a deep understanding about the customer business/technical needs to provide
   technical information, guidance and support
2. Become a trusted advisor by proactively guide 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, 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 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 on 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 on 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)