Technical Account Mgr

Fortinet, Inc.; Región Centro, Monterrey, Santiago de Querétaro; Presencial; MXN 450.000 - 750.000; Jornada completa

Descripción de la vacante

Fortinet, Inc. is seeking a skilled network professional to support LATAM customers. You will collect and analyze configuration and network information, and propose actions based on findings.

The role requires strong English, five years in the network industry, and certifications like CCNA/CCNP/CCIE or CISSP. You will educate customers through webinars, assist with upgrades, and contribute to best practice guides.

Formación

• Minimum of five years relevant professional experience preferably in the network industry.
• Strong network security and routing experiences.
• Exceptional customer service orientation and strong communications skills.
• Certifications: CCNA, CCNP, CCIE, and/or CISSP preferred.
• Proficient with MS Word, PowerPoint, and Excel.
• Scripting and Windows server app experience.
• Willing to travel.
• Advanced English level.

Responsabilidades

• Collect, analyze and propose changes to configuration information.
• Collect and analyze customer network information and packet traces.
• Recommend actions based on analysis.
• Provide customer education via webinars or workshops.
• Recommend software and conduct bug scrubs reports.
• Test upgrades in a lab environment and report results.
• Develop best-practice deployment and troubleshooting documentation.
• Follow up technical cases and manage expectations through closure.
• Conduct weekly status calls with customers in LATAM region.
• Prepare quarterly reports for managed accounts.
• Provide direct technical email and phone support to LATAM customers.
• Analyze support requests and prepare information/documents.
• Exercise independent judgment in methods and evaluation criteria.

Conocimientos

Network security

Routing

Customer service

Communications

Advanced English

CCNA

CCNP

CCIE

CISSP

Scripting

Herramientas

MS Word

PowerPoint

Excel

Windows Server

Descripción del empleo

Job duties and responsibilities

• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and analysis of packet trace informationRecommend actions based on analysis
• Customer education, deliver knowledge transfer like webinar or workshops
• Software recommendation, conduct bug scrubs reports
• Upgrade testing, on a lab environment perform test to upgrade customer devices and provide a report
• Develop best practice deployment and troubleshooting methodology documentation
• Follow up technical cases and manage the right expectation until the closure of the cases
• Conduct weekly status conference calls with customers to report status of open issues and projects
• Conduct quarterly reports for your managed accounts
• Work closely and provide direct technical email and phone support to our customers in the LATAM Region
• Analysis of support request, completion of requests for information and documentation
• Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Job Skills

• Minimum of five years relevant professional experience preferably in the network industry
• Strong network security and routing experiences
• Exceptional customer service orientation and strong communications skills
• Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications
• Proficient with MS Word, PowerPoint, and Excel
• Scripting and Windows server app experience
• Willing to travel
• Advanced English level