Technical Account Manager

Job Description

Obtenga más información sobre las tareas generales relacionadas con esta oportunidad a continuación, así como sobre las habilidades requeridas.

Office based 4 days a week in Fortinet's Madrid office

Need to be Spanish/English speaker - business level

Key Responsibilities

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• Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support
  
• Become a trusted advisor by proactively guide your 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 for 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

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• 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 xqbhyrx enterprise space.
  
• Strong interpersonal and communication skills
  
• Previous experience on Fortinet products is an advantage
  

Educational and Experience Requirements

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• 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 FCP, FCSS, FCX a distinct advantage or similar
  

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