Technical Account Manager - Malaysia/Philippines

Fortinet; Selayang Municipal Council; On-site; MYR 80,000 - 120,000; Full time

Job summary

Join a leading cybersecurity pioneer as a Technical Account Manager. You'll be the primary contact for dedicated accounts, providing technical solutions and managing customer issues. With a focus on networking and security, this role offers a dynamic environment for experienced professionals looking to make an impact.

Benefits

Attractive Total Rewards package

Qualifications

• 6-10 years in technical support in networking/security.
• Hands-on experience with security products and technologies.
• Preferred certifications: CCNA, CCNP, CCIE, CISSP.

Responsibilities

• Primary contact for the dedicated account.
• Provide technical solutions to customer issues.
• Create technical documentation to improve knowledge bases.

Skills

Troubleshooting

Problem Solving

Communication

Education

Bachelor’s degree in Computer Science

Tools

Firewalls

SQL Databases

Linux

Windows

Unix

Job description

Job Description

Location: Malaysia (Kuala Lumpur), Philippines (Manila)

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. Our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Account Manager to contribute to the success of our rapidly growing business.

Responsibilities:

1. Be the primary point of contact for the dedicated account.
2. Provide technical solutions to address customer issues.
3. Manage and prioritize customer issues to ensure timely resolution.
4. Reproduce customer environments on lab equipment.
5. Follow up with R&D departments to resolve product issues.
6. Track, maintain, and resolve incident reports and customer support requests.
7. Create technical documentation and bulletins to improve internal and external knowledge bases.
8. Update and provide guidance on new releases and features to dedicated accounts.
9. Develop best practice deployment and troubleshooting methodology documentation.
10. Conduct periodic site visits for managed accounts.
11. Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results.

Qualifications:

• At least 6-10 years of experience in a technical support role in a networking/security company.
• Strong understanding of data networking protocols, specifically TCP/IP, routing, and switching.
• Hands-on experience with security products and technologies such as firewalls, endpoint protection, IPSec VPN, authentication (RADIUS, LDAP, etc.), UTM, etc.
• Administrator-level working knowledge of Windows, Linux, or Unix; skills are an advantage.
• Good understanding of web application concepts, security, and vulnerabilities.
• Strong troubleshooting and problem-solving skills.
• Effective oral and written communication skills.
• Bachelor’s degree in Computer Science, Software Engineering, or a related field, or an equivalent combination of training and experience.
• Preferred certifications include CCNA, CCNP, CCIE, and/or CISSP.
• Experience in system integration and multi-vendor environments.
• Experience in programming and scripting to assist in automating data collection during troubleshooting and daily operations.
• Experience in data center deployment.
• Experience with wireless access points.
• Experience with SQL databases.

Why Join Us:

At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Our welcoming work environment is designed for a rewarding career journey, supported by an attractive Total Rewards package to support your overall health and financial well-being. Join us in delivering solutions that make a meaningful and lasting impact to our over 660,000 customers worldwide.

We will only notify shortlisted candidates.

Fortinet will not entertain unsolicited resumes. Please refrain from sending resumes to any Fortinet employees or email aliases. Any resumes submitted by agencies will be considered provided they are submitted free of any fees or charges.