Technical Account Manager

3 days ago

Canberra, Australia Fortinet Full time

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 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 primary technical advisor for key Fortinet customers.

If you are keen in helping customers achieving 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 issue 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 contributes to the success of the Advanced Services team and the company.

**We Are Looking For**:

- At least 8-10 years’ experience in 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 an advantage.
- Strong troubleshooting and problem solving skills.
- Effective oral and written communication skills.
- At least NV1 Australian Security clearance.

**Why join us?**

LI-CR1

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