Technical Account Manager
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At a glance
Requirements
Credentials this posting asks for.
Job overview
Lacework is hiring a Technical Account Manager. The role supports enterprise customers by developing deep technical understanding of their business needs, providing guidance, troubleshooting Fortinet products, and delivering service reports, while acting as a trusted advisor to improve customer environments and satisfaction.
Key focus areas include Develop deep understanding of customer business and technical needs to provide guidance and support, Act as trusted advisor by proactively recommending technical solutions and best practices, and Run advanced troubleshooting on Fortinet products and reproduce customer environments in lab.
Important skills include Technical Support, TCP/IP, Firewall, Web Application Security, Communication Skills, and Problem Solving.
Skills & qualifications
Skills
Qualifications
Full job description
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
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Become a trusted advisor by proactively guide your customers with technical recommendations and best practices
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Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions
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Take initiatives and ownership of customer incidents to drive for timely resolutions
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Manage customer communications and expectations until the closure of each case
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Participate in customer conference calls or face to face customer meetings
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Produce service reports to summarize service activity and performance for key stakeholders
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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
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Hands-on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)
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Strong troubleshooting and problem solving skills
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Face to face and remote customer management experience
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Previous experience in a technical support position with telco or large enterprise space.
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Strong interpersonal and communication skills
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Previous experience on Fortinet products is an advantage
Educational and Experience Requirements:
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Minimum of 6 years of experience in a te chnical support/post-sales role
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Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent experience
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Fortinet certification FCP, FCSS, FCX a distinct advantage or similar
#LI-NC1
Would you like to join the leading global provider of network security solutions to help strategic accounts optimizing their customer experience? At Fortinet we are looking for a Technical Account Manager to build a long-term trusted relationship by operating as primary technical advisor for key enterprise customers. As Technical Account Manager you will develop a deep understanding about the customer business/technical needs that will be used to provide technical support solutions tailored to their needs and challenges. Your proactive guidance will help keeping the customers mission critical environments healthy by identifying potential issues before they become problems and improving the overall customer experience via best practices and technical recommendations that will optimize their return of investment. If you are keen in helping customers achieving their strategic objectives while working on cutting edge security products, then come and join our team.
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