Technical Account Manager

Location: Australia (Canberra)

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Account Manager (NV1) to contribute to the success of our rapidly growing business.

Would you like to join the global leader and innovator in a broad range of network security solutions to help the strategic customers and optimise their customer experience? We are expanding our Advanced Support (AS) team in APAC and seeking a talented Technical Account Manager (TAM) to join us in delivering exceptional service and support by operating as the primary technical advisor for key Fortinet customers.

The Technical Account Manager (TAM) will act as the primary technical contact for our key clients in the post-sales area, ensuring their success and satisfaction with our products and services. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for customer service. As a TAM, you will work closely with clients to understand their needs, address their technical challenges tailored to their needs, and advocate for their success within our organization. Your proactive guidance will help keep the customer’s 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 on investment.

If you are keen on helping customers achieve their strategic objectives while working on cutting-edge security products and technologies, then come and join our team.

As a Technical Account Manager, you will:

- Be the primary point of contact for the dedicated accounts.
- Provide technical solutions to address customer issues.
- Centrally manage and prioritize customer issues to assure timely resolution.
- Be responsible for the reproduction of customer environments on lab equipment.
- Follow up with R&D departments to resolve product issues.
- Be responsible for tracking, maintaining, and resolving incident reports and customer support requests.
- Create technical documentation and bulletins to improve internal and external knowledge base.
- Update and provide guidance on new releases and features to dedicated accounts.
- Develop best practice deployment and troubleshooting methodology documentation.
- Conduct periodic site visits for the managed accounts.
- Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results.
- Provide both technical and customer relationship handling mentorship to junior Technical Account Managers.
- Lead initiatives that contribute to the success of the Advanced Services team and the company.

We Are Looking For:

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

- At least 8-10 years of experience in a technical support role in a networking/security company.
- Strong understanding of data networking protocols, specifically TCP/IP, routing, and switching.
- Experience with security products firewalls, IPsec, IDS/IPS, Anti-Spam, virus scanning.
- Administrator-level working knowledge of Windows, Linux, or Unix skills is an advantage.
- Good understanding of web application concepts, security, and vulnerabilities.
- Strong troubleshooting and problem-solving skills.
- Effective oral and written communication skills.
- At least NV1 Australian Security clearance.

Why join us?

At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact on our 660,000+ customers around the globe.

We will only notify shortlisted candidates.

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