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Technical Account Manager

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Fortinet

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Madrid
    Remote

AI generated summary

  • You need strong TCP/IP knowledge, hands-on security tech experience, troubleshooting skills, customer management background, 6+ years in technical support, a related degree, and fluency in Spanish and English.
  • You will understand customer needs, provide technical guidance, troubleshoot products, manage incident communications, participate in meetings, produce service reports, and report issues to R&D.

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
  • 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
  • Right to work in Spain is essential
  • Fluency in Spanish and English is mandatory
  • Open to remote applicants

Responsibilities

  • 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

FAQs

What is the role of a Technical Account Manager at Fortinet?

A Technical Account Manager at Fortinet acts as the primary technical advisor for key enterprise customers, ensuring that their business and technical needs are met through tailored support solutions and guidance.

What are the key responsibilities of a Technical Account Manager?

Key responsibilities include developing an understanding of customer needs, providing technical guidance and best practices, troubleshooting Fortinet products, managing customer communications, and producing service reports.

What technical skills are required for this position?

A good understanding of data networking protocols (TCP/IP, routing, switching), hands-on experience with security products and technologies (e.g., firewalls, IDS/IPS, VPN), strong troubleshooting skills, and customer management experience are required.

Is prior experience with Fortinet products necessary for this role?

Previous experience with Fortinet products is considered an advantage, though not mandatory.

What educational background is required for this position?

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

How many years of experience are needed for this role?

A minimum of 6 years of experience in a technical support or post-sales role is required.

Do applicants need to be fluent in any specific languages?

Yes, fluency in both Spanish and English is mandatory for this position.

Is Fortinet open to remote applicants for this job?

Yes, Fortinet is open to remote applicants for this position.

Are any specific certifications preferred for this role?

Fortinet certifications such as FCP, FCSS, and FCX are considered distinct advantages for candidates.

What is the work location requirement for this position?

The right to work in Spain is essential for this role.

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Fortinet

Our mission is to secure people, devices, and data everywhere.

Technology
Industry
10,001+
Employees
2000
Founded Year

Mission & Purpose

Fortinet is a cybersecurity company that provides network security solutions to businesses, organisations, and governments worldwide. Their core focus is on delivering comprehensive and integrated security solutions to protect against various cyber threats, such as malware, ransomware, data breaches, and other advanced cyberattacks. Fortinet offers a wide range of products and services, including firewalls, intrusion prevention systems, secure access solutions, cloud security, and more, to safeguard their clients' networks and data. Their ultimate mission is to provide robust and proactive cybersecurity measures to help their customers defend against evolving threats and ensure the resilience of their digital infrastructure. Fortinet's purpose is to secure the digital world, offering cutting-edge technologies and expertise to support their clients in achieving a secure and reliable digital environment, fostering trust, and enabling businesses to operate securely in the ever-changing cyber landscape.

Benefits

  • Competitive salary and incentive compensation, stock awards, health and welfare benefits.

  • A 401(k) savings plan with a company match.

  • Paid time off and wellness programs.

  • We recognize outstanding performers as “FortiChamps” with cash and stock awards.