Technical Account Manager

Fortinet; Riyadh; On-site; SAR 80,000 - 150,000; Full time

Job summary

An established industry player is seeking a Technical Account Manager to enhance customer experience through tailored technical support solutions. In this dynamic role, you will proactively guide clients, leveraging your expertise in security products to optimize their investment and ensure their mission-critical environments remain healthy. You will become a trusted advisor, managing customer communications and expectations while troubleshooting complex issues. If you are passionate about technology and customer success, this opportunity is perfect for you to make a significant impact in the field of cybersecurity.

Qualifications

• 6+ years of experience in technical support or post-sales roles.
• Bachelor's degree or equivalent experience in a related field.

Responsibilities

• Develop a deep understanding of customer needs to provide tailored support.
• Run advanced troubleshooting on Fortinet products and recommend solutions.
• Manage customer communications and expectations until case closure.

Skills

Data Networking Protocols (TCP/IP)

Security Products (Firewalls, IDS/IPS)

Troubleshooting Skills

Customer Management

Interpersonal Skills

Communication Skills

Experience with Fortinet Products

Education

Bachelor's Degree in Computer Science

Fortinet Certification (FCP, FCSS, FCX)

Job description

As a Technical Account Manager, you will develop a deep understanding of the customer
business and technical needs that will be used to provide tailored technical support solutions.
Your proactive guidance will help keep 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 on
investment.
If you are keen on helping customers achieve their strategic objectives while working on
cutting-edge security products, then come and join our team.

Key Responsibilities:

1. Develop a deep understanding of the customer business and technical needs to provide
   technical information, guidance, and support.
2. Become a trusted advisor by proactively guiding 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, and 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 the 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 with 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 with 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).