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

• 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)