Technical Account Manager

Fortinet; Sunnyvale (CA); On-site; USD 92,000 - 112,000; Full time

Job summary

Fortinet is seeking a Technical Account Manager to act as the primary technical contact for our premium customers. This role offers a dynamic, fast-paced environment to deepen your knowledge of Fortinet products and network security while delivering exceptional support.

You will analyze configurations and network data, educate customers, assist with installations, reproduce environments in lab settings, and drive case closure with clear communication across the Americas region.

Qualifications

• Minimum of five years of network industry experience.
• Strong network security and routing experience.
• Scripting and Windows server experience.
• Exceptional customer service orientation and strong communications skills.
• Proficient with MS Word, PowerPoint, and Excel.
• Certifications CCNA/CCNP/CCIE/CISSP preferred.
• Willing to travel.

Responsibilities

• Provide primary technical contact for Fortinet premium customers.
• Collect, analyze and recommend actions for configuration, network information and packet traces.
• Educate customers on gaps in networking and product knowledge.
• Assist installation and configuration.
• Reproduce customer environments on lab equipment and follow up on open cases.

Skills

Networking security

Networking experience

Scripting

Windows Server

Customer service

MS Office

Willing to travel

Education

CCNA

CCNP

CCIE

CISSP

Job description

As a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers. This is a superb opportunity to learn all aspects of Fortinet products in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Job Responsibilities

• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and analysis of packet trace information
• Recommend actions based on analysis
• Customer education (gaps in networking, product knowledge etc
• Installation and configuration assistance
• Reproduction of customer environments on lab equipment
• Follow up technical cases and manage the right expectation until the closure of the cases
• Conduct weekly status conference calls with customers to report status of open issues and projects.
• Conduct quarterly site visits for your managed accounts.
• Work closely and provide direct technical email and phone support to our customers in the Americas Region (Canada, US, Central and South America)
• Develop best practice deployment and troubleshooting methodology documentation.
• Analysis of support request, completion of requests for information and documentation
• Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Job Skills Required

• Minimum of five years relevant professional experience preferably in the network industry
• Strong network security and routing experiences
• Scripting and Windows server app experience
• Exceptional customer service orientation and strong communications skills
• Proficient with MS Word, PowerPoint, and Excel
• Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications
• Willing to travel

Educational Requirements

Must be authorized to work in the U.S. without sponsorship.

The US base salary range for this full-time position is $92,000-$112,000. Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time, as well as a comprehensive leave program.

Wage ranges are based on various factors, including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

• All roles are eligible to participate in the Fortinet equity program.
• Bonus eligibility is reviewed at the time of hire and annually at the Company's discretion.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 890,000+ customers around the globe.

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