Job Description Summary:

Fortinet is growing and we are expanding our EMEA technical support teams, we are looking for a strong technical account manager to work with high profile customers based through-out the EMEA region. We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers.

As a member of the Technical Account Support Team, you will use your deep understanding of network/security architectures and general knowledge about the current trends in the market to help promote product quality, while providing best in class solutions. You will work with research and development groups, sales teams and regional support teams in a fast paced environment.

For this position, you have to demonstrate experience in participating in the post-sales support escalation processes, which includes pre-sales experience, as well as strong customer facing skills particular in the telco and large enterprise space.

All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

  • Please note that this is not an IT/system administration position.

Key Responsibilities:

  • Provide technical solutions to address customer issues
  • Centrally manage all outstanding customer support issues and provide reports to customers in a timely manner
  • Prioritize outstanding customer issue and assure timely resolution
  • Reproduction of customer environments on lab equipment
  • Follow-up with R&D departments to resolve product issues
  • Responsible for tracking, maintaining and resolving incident reports and customer support requests
  • Creation of technical documentation and bulletins to improve internal and external knowledge base
  • Update and provide guidance on new releases and features to dedicated accounts
  • Take initiatives and ownership of the problem to drive for results
  • Provide single point of contact for dedicated customer accounts

Skills and Attributes Requirements:

  • 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
  • Good understanding of Web application concepts, security and vulnerabilities
  • Previously worked in a technical support position
  • Strong troubleshooting and problem solving skills
  • Effective communication skills

Educational and Experience Requirements:

  • 10 years or more experience
  • Minimum of a BS or BA degree required.
  • Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
  • Advanced knowledge of English (written and spoken) other languages are an advantage 
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Confirmed a day ago. Posted 30+ days ago.

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