דרושים Technical Account Manager Nv1 - Canberra ב-Fortinet ב-Australia, Canberra

As a Technical Account Manager, you will:

Client Relationship Management:

• Serve as the single point of contact for designated clients in the post-sales phase.
  
• Foster and maintain robust relationships with assigned clients, acting as their trusted technical advisor and primary resource for technical issues and inquiries.
• Gain a thorough understanding of each client's business and technical requirements to provide relevant technical information, guidance, and support.

Technical Support:

• Deliver expert technical support and troubleshooting for assigned clients, offering guidance on product usage, integration, and best practices.
• Conduct in-depth troubleshooting across a range of products, replicate customer environments using lab equipment, and recommend potential solutions.
• Take proactive ownership of customer incidents, driving timely and effective resolutions. Manage communications and set expectations with customers throughout the resolution process, ensuring clarity and satisfaction until case closure.
• Engage in customer conference calls and face-to-face meetings as required.
• Generate service reports to summarize service activities and performance for key stakeholders.
• Report software and hardware issues to the R&D department and ensure proper follow-up and resolution.

Proactive Account Management:

• Implement and oversee various proactive measures to maintain a stable and reliable customer network, ensuring consistent performance and minimizing disruptions.
• Proactively identify opportunities for optimization and enhancement within the client’s current setup or usage of products and services.
• Provide clients with strategic recommendations based on their usage patterns and industry trends to help them achieve their long-term goals.
• Anticipate and mitigate risks by analysing potential problem areas and developing preventive strategies.
• Educate clients on best practices, new features, and potential improvements to enhance their experience and maximize the value they receive from the product.
• Help customers to enhance their technical skills by provide customised targeted training on Fortinet products and solutions
• Conduct weekly status conference calls with customers to report status of open issues and projects. Assess satisfaction, performance, and opportunities for further engagement or improvement.
• Regularly monitor client health and usage metrics to identify and address potential issues before they impact the client.
• Develop best practice deployment and troubleshooting methodology documentation to help customers.

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.
• Create and present Root Cause Analysis (RCA) and Post Incident Report (PIR) to various customers stake holders including executive leadership if required.

Feedback Loop:

• Gather customer feedback and insights to help drive product improvements and inform internal teams of customer needs and expectations.

Documentation:

• Maintain accurate and detailed records of client interactions, technical issues, and resolutions.

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• Bachelor’s degree in computer science, Engineering, or a related technical field (or equivalent experience).
• 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.
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
• Very good presentation skills and able to comfortable present technical and non-technical information to small to medium size audience.
• 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 the 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.
• NV1 or NV2 level clearance.

As a Consulting Systems Engineer, you will:

• Be a member of the CSE team covering the INTL region (APAC and EMEA).
• Provide a second-level of pre-sales support to assist the Sales/SE organization with:
  
  • Responding to RFPs/RFIs: design, solution specification, product information
  • Supporting key projects to ensure Fortinet success
  • Leading technical discussions, articulating the technology and demonstrating differentiated value
  • Conducting compelling solution presentations, demonstrations, and POCs
• Be responsible for building technical material to support sales activities (slideware, solution briefs, white papers, success stories, etc.) and designing workshops.
• Effectively disseminate product knowledge to the Sales Team and Channel.
• Be the point of contact for the Product Management team: responsible for reporting and consolidating customer needs across INTL, validating business cases, writing and prioritizing feature requests.
• Report project activities, analyze project trends, and provide market vision.
• Participate in the development of commercial strategies.
• Participate in seminars.
• Travel as required in the international region (APAC and infrequent travel to EMEA).
• Be able to self-start and understand the addressable market for your designated technologies.
• Work closely with Product Managers and peer CSE’s to provide your input on product direction and strategy.

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• Bachelor's degree or equivalent experience in the network security industry.
• Technical pre-sales experience (8 years).
• Vendor experience in similar fields.
• International experience in a global organization.
• Strong understanding of Web Technology & Security, Network Security, TCP/IP, Routing, Switching.
• Architectural and hands-on experience with cloud infrastructures (AWS, Azure, GCP).
• Expertise level in at least two of the following areas:
  • DDoS : DoS/DDoS detection, analysis and mitigation, Routing protocols (OSPF, BGP), TCP/IP, DNS, vulnerability analysis, network defense, and auditing processes
  • WAAP : OWASP TOP10, WAFEC, Negative/Positive Security model, Signature and Machine Learning based protection, HTTP/2 – HTTP/3, TLS 1.3, API security (OpenAPI, REST, GraphQL), Bot Protection, DoS protection, Threat Analytics
  • DevSec : SDLC, Vulnerability assessment, programming, CI/CD, SAST/DAST, SBoM
  • CASB: Proxy, API, Cloud SaaS (e.g. Office 365, Salesforce, ServiceNow, Box etc)
  • CNP: Cloud IaaS management, Compliance reporting, DevOps, CI/CD, Containers, Kubernetes, and Serverless computing
• Strong presentation skills to executives & individual contributors.
• Excellent English written and verbal communication skills.
• A self-motivated, independent thinker.
• Candidates with hands-on experience with one of the leading vendors are preferred.
• Fortinet NSE 7 or other equivalent certification is a plus.