Technical Account Manager

Burjline Builders; Al Mubarraz; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading construction company in Saudi Arabia is seeking a Technical Account Manager to provide tailored technical support solutions. The role involves understanding customer needs and ensuring optimal use of security products. Ideal candidates will have at least 6 years experience in technical support, strong troubleshooting skills, and a background in security technologies. Certifications are a plus.

Qualifications

• Minimum 6 years in technical support or post-sales role.
• Hands-on experience with security technologies.

Responsibilities

• Develop understanding of customer business and technical needs.
• Provide technical recommendations and best practices.
• Perform troubleshooting on Fortinet products.

Skills

Data networking protocols (TCP/IP, routing, switching)

Hands-on experience with security products

Strong troubleshooting skills

Experience with customer management

Excellent communication skills

Experience with Fortinet products

Education

Bachelor’s degree in Computer Science or related field

Fortinet certifications (FCP, FCSS, FCX)

Job description

As a Technical Account Manager, you will develop a deep understanding of the customer's business and technical needs, which will be used to provide tailored technical support solutions. Your proactive guidance will help maintain the health of customers' mission-critical environments by identifying potential issues before they become problems and enhancing the overall customer experience through best practices and technical recommendations that optimize return on investment.

If you are passionate about helping customers achieve their strategic objectives while working with cutting-edge security products, we invite you to join our team.

Key Responsibilities:

• Develop a deep understanding of customer business and technical needs to provide technical information, guidance, and support.
• Become a trusted advisor by proactively guiding customers with technical recommendations and best practices.
• Perform advanced troubleshooting on Fortinet products, reproduce customer environments on lab equipment, and recommend potential new solutions.
• Take initiative and ownership of customer incidents to ensure timely resolutions.
• Manage customer communications and expectations until case closure.
• Participate in customer conference calls or face-to-face meetings.
• Produce service reports summarizing activity and performance for stakeholders.
• Report software/hardware issues to R&D and ensure follow-up.

Skills and Attributes Requirements:

• Good understanding of data networking protocols, especially TCP/IP, routing, and switching.
• Hands-on experience with security products and technologies (e.g., Firewalls, IDS/IPS, DDoS, VPN, Web Application Firewall).
• Strong troubleshooting and problem-solving skills.
• Experience managing face-to-face and remote customers.
• Previous experience in technical support within telco or large enterprise environments.
• Excellent interpersonal and communication skills.
• Experience with Fortinet products is an advantage.

Educational and Experience Requirements:

• Minimum of 6 years of experience in a technical support or post-sales role.
• Bachelor’s degree in Computer Science, Software Engineering, or related field, or equivalent experience.
• Fortinet certifications (FCP, FCSS, FCX) or valid NSE4/7/7 certifications are a plus.