Technical Account Manager

2 weeks ago

Sydney, New South Wales, Australia Fortinet Full time

**Role Overview**:
As a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers. This is a superb opportunity to learn all aspects of Fortinet products in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

**Responsibilities**:

- Collection, analysis and change recommendations of configuration information.
- Collection and analysis of customer network information.
- Collection and analysis of packet trace information.
- Recommend actions based on analysis.
- Customer education (gaps in networking, product knowledge etc )
- Installation and configuration assistance.
- Reproduction of customer environments on lab equipment.
- Follow up technical cases and manage the right expectation until the closure of the cases.
- Conduct weekly status conference calls with customers to report status of open issues and projects.
- Conduct quarterly site visits for your managed accounts.
- Develop best practice deployment and troubleshooting methodology documentation.
- Analysis of support request, completion of requests for information and documentation.
- Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results.

**Requirements**:

- Minimum of five years relevant professional experience preferably in the network industry.
- Strong network security and routing experiences.
- Scripting and Windows server app experience.
- Exceptional customer service orientation and strong communications skills.
- Proficient with MS Word, PowerPoint, and Excel.
- Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications.
- Willing to travel.
- Bachelor's degree and/or relevant experience.

Fortinet is an equal opportunity employer.

LI-CR1

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