Fortinet Technical Account Manager NV1 - Canberra 

Australia, Canberra 

473043626

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.

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

• 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.
• Good understanding of Web application concepts, security and vulnerabilities.
• Strong troubleshooting and problem solving skills.
• Effective oral and written communication skills.
• At least NV1 Australian Security clearance.