Technical Account Manager -Security Cleared

Fortinet; Paris; Sur place; EUR 60 000 - 80 000; Plein temps

Résumé du poste

A cybersecurity company is seeking a Technical Account Manager based in Paris, focusing on customer support and technical solutions. Ideal candidates will have over 6 years in technical support, strong troubleshooting skills, and familiarity with Fortinet products. Fluency in French and English is essential. Responsibilities include developing customer relationships and troubleshooting technical issues to enhance customer experience.

Qualifications

• Minimum of 6 years of experience in a technical support / post-sales role.
• Fortinet certification FCP, FCSS, FCX or valid NSE4 / 7 / 7 is an advantage.

Responsabilités

• Develop understanding of customer needs to provide guidance and support.
• Run advanced troubleshooting on Fortinet products.
• Manage customer communication until closure of each case.

Connaissances

Data networking protocols (TCP / IP)

Security products (Firewalls, IDS / IPS)

Troubleshooting skills

Customer management experience

Interpersonal skills

Formation

Bachelor’s degree in Computer Science

Outils

Fortinet products experience

Description du poste

Office based 4 days per week in Sophia Antipolis (Valbonne) OR Paris (la Defense area) France

Fluency in French and English essential

Security Clearance is highly desirable.

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

• Develop a deep understanding about the customer business / technical needs to provide technical information, guidance and support
• Become a trusted advisor by proactively guiding 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 initiative 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 is a distinct advantage (or a valid NSE4 / 7 / 7)