Technical Account Manager

vor 4 Wochen

Frankfurt am Main, Hessen, Deutschland Fortinet Vollzeit

As a Technical Account Manager at Fortinet, you will play a key role in building trusted relationships with our strategic accounts.

Fluency in German and English is mandatory

At Fortinet, we are looking for a Technical Account Manager to operate as a primary technical advisor for key enterprise customers. You will develop a deep understanding of the customer's business and technical needs to provide tailored technical support solutions.

Key Responsibilities:

  • Develop a deep understanding of the customer's 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 the full range of Fortinet products, reproduce customer environments on lab equipment, 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 R&D department and assure follow-up

Skills and Attributes Requirements:

  • Good understanding of data networking protocols, specifically TCP/IP, routing, and switching
  • Hands-on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDoS, VPN, Web application Firewall)
  • Strong troubleshooting and problem-solving skills
  • Face-to-face and remote customer management experience
  • Previous experience in a technical support position with telco or large enterprise space
  • Strong interpersonal and communication skills
  • Previous experience on 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 related field, or an equivalent experience
  • Fortinet certification NSE4, NSE5, NSE7, NSE8 is a distinct advantage

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