Strategic Technical Account Manager

Fortinet, Inc.; Al Khobar; On-site; SAR 180,000 - 240,000; Full time

Job summary

Fortinet, Inc. is seeking a Technical Account Manager in Saudi Arabia to serve as the primary technical advisor for strategic enterprise customers.

You will develop a deep understanding of customer needs and provide tailored support solutions to ensure healthy mission critical environments. You will act as a trusted advisor, guide customers with best practices, and manage incidents to timely resolution while communicating effectively with stakeholders.

Qualifications

• 6+ years in technical support or post-sales roles
• English and Arabic fluency essential
• Bachelor’s degree in Computer Science, Software Engineering or related field, or equivalent experience
• Fortinet certification NSE4, FCP, FCSS, FCX is a distinct advantage
• Experience with large enterprise or telco environments is preferred

Responsibilities

• Understand customer business/technical needs to provide technical information, guidance and support
• Proactively guide customers with technical recommendations and best practices
• Run advanced troubleshooting on Fortinet products and reproduce customer environments in lab
• Take ownership of customer incidents to drive timely resolutions
• Manage customer communications and expectations through case closure
• Participate in conference calls or face-to-face meetings with customers
• Produce service reports summarizing activity and performance for stakeholders
• Report software/hardware issues to R&D and ensure follow-up

Skills

Networking protocols

Security products

Troubleshooting

Customer management

Telco/enterprise support

Interpersonal skills

Fortinet product knowledge (advantage)

Education

Bachelor’s degree in CS/SE or related

Fortinet NSE4 / FCP / FCSS / FCX certifications (advantage)

Job description

Fortinet, Inc. is seeking a Technical Account Manager in Saudi Arabia to serve as the primary technical advisor for strategic enterprise customers.

You will develop a deep understanding of customer needs and provide tailored support solutions to ensure healthy mission critical environments. You will act as a trusted advisor, guide customers with best practices, and manage incidents to timely resolution while communicating effectively with stakeholders.