Technical Account Manager

5 days ago

Melbourne, Victoria, Australia Fortinet, Inc. Full time
Job Description

Job Summary: We are seeking a highly skilled Technical Account Manager to join our Advanced Support team in APAC. As a Technical Account Manager, you will be responsible for delivering exceptional service and support to our key customers, acting as their primary technical advisor and ensuring their success and satisfaction with our products and services.

Key Responsibilities:

  • Client Relationship Management: Serve as the single point of contact for designated clients in the post-sales phase, continuously prioritizing customer success and assisting clients in achieving their business and technical objectives.
  • Technical Support: Deliver expert technical support and troubleshooting for assigned clients, offering guidance on product usage, integration, and best practices, and taking proactive ownership of customer incidents, driving timely and effective resolutions.
  • Proactive Account Management: Implement and oversee various proactive measures to maintain a stable and reliable customer network, ensuring consistent performance and minimizing disruptions, and providing clients with strategic recommendations based on their usage patterns and industry trends.
  • Escalation Management: Act as an escalation point for critical technical issues and drive critical incident management by collaborating with internal teams to ensure timely and effective resolution.
  • Feedback Loop: Gather customer feedback and insights to help drive product improvements and inform internal teams of customer needs and expectations.

Requirements:

  • 6+ years of experience in a technical support, account management, or similar client-facing role.
  • Strong understanding of data networking protocols (TCP/IP, etc.), Network Security technologies (Firewall, VPN, Authentication, UTM, etc.), Routing and Switching with the ability to troubleshoot and resolve complex technical issues.
  • Bachelor's degree in computer science, Engineering, or a related technical field (or equivalent experience).
  • Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
  • Very good presentation skills and able to comfortably present technical and non-technical information to small to medium-sized audiences.
  • Proven problem-solving skills including, but not limited to, configuration analysis, detail log analysis including debug logs, packet trace analysis, etc. Ability to think critically and analytically.
  • Demonstrated commitment to delivering outstanding customer service and support.
  • Ability to work effectively within a cross-functional team, including engineering, product management, sales, professional services, and TAC.
  • Ability to maintain an overall understanding of the network design and able to comment on design flaws.
  • Face-to-face and remote customer management experience.
  • Previous experience working on Fortinet products is an advantage.
  • Asset to have CCNA, CCNP, CCIE, and/or CISSP and ITIL certifications and scripting and automation experience. Fortinet certifications on NSE4, NSE5, NSE7, NSE8 is a distinct advantage.

Why Fortinet?

  • Impact: Be part of a forward-thinking company that values innovation and excellence.
  • Growth: Opportunity for professional growth and development in a supportive environment.
  • Culture: Join a collaborative and dynamic team where your contributions are recognized and valued.
  • Benefits: Competitive salary, comprehensive benefits package, and access to various internal and external training resources.

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