Technical Account Manager

vor 2 Monaten

Frankfurt am Main, Hessen, Deutschland Fortinet Vollzeit

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.

Run advanced troubleshooting on Fortinet products, reproduce customer environments on lab equipment, and recommend potential new solutions.

Take initiatives and ownership of customer incidents to drive timely resolutions.

Manage customer communications and expectations until the closure of each case.

Participate in customer conference calls or face-to-face customer meetings.

Produce service reports to summarize service activity and performance for key stakeholders.

Report software/hardware-related issues to the R&D department and ensure follow-up.

Requirements:

Good understanding of data networking protocols, specifically TCP/IP, routing, and switching.

Hands-on experience with security products and technologies, such as firewalls, IDS/IPS, DDoS, VPN, and web application firewalls.

Strong troubleshooting and problem-solving skills.

Face-to-face and remote customer management experience.

Previous experience in a technical support position with a telco or large enterprise space.

Strong interpersonal and communication skills.

Previous experience with Fortinet products is an advantage.

Fluency in English and German is essential.

Educational and Experience Requirements:

Minimum of 6 years of experience in a technical support/post-sales role.

Bachelor's degree in Computer Science, Software Engineering, or a related field, or an equivalent experience.

Fortinet certification NSE4, NSE5, NSE7, NSE8 is a distinct advantage.

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