Technical Account Manager

Fortinet ,
Reading, Berkshire
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Job Description

Fortinet secures the largest enterprises, service providers and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. As a Technical Account Manager (TAM), 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. Key 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 customer 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 * Work closely and provide direct technical email and phone support to our customers in EMEA * Develop best practice deployment and troubleshooting methodology documentation * Analysis of support request, completion of requests for information and documentation * Exercise independent judgement in methods, techniques and evaluation criteria for obtaining results Required Skills, Knowledge and Certifications: * Several years' relevant professional experience, preferably in the network industry * Demonstrable capability to "own" the customer technically, with the ability to handle some difficult situations * Exceptional customer service orientation and strong communications skills * Strong network security and routing experience * Scripting and Windows server app experience * Proficient with MS Word, PowerPoint, and Excel * Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications * Willing to travel occasionally, as required #LI-EF1

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