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Fortinet Technical Account Manager 
Spain, Community of Madrid, Madrid 
567606873

15.08.2024

Fluency in Spanish and English is mandatory

Key Responsibilities:

  • Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support
  • Become a trusted advisor by proactively guide your customers with technical recommendations and best practices
  • Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions
  • Take initiatives and ownership of customer incidents to drive for timely resolutions
  • Manage customer communications and expectations until the closure of each case
  • Participate in customer conference calls or face to face customer meetings
  • Produce service reports to summarize service activity and performance for key stakeholders
  • Report Software/Hardware related issues to R&D department and assure follow-up

Skills and Attributes Requirements:

  • Good understanding of data networking protocols, specifically TCP/IP, routing and switching
  • Hands-on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)
  • Strong troubleshooting and problem solving skills
  • Face to face and remote customer management experience
  • Previous experience in a technical support position with telco or large enterprise space.
  • Strong interpersonal and communication skills
  • Previous experience on Fortinet products is an advantage
  • Fluency in English and French is essential

Educational and Experience Requirements:

  • Minimum of 6 years of experience in a technical support/post-sales role
  • Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent experience
  • Fortinet certification NSE4, NSE5, NSE7, NSE8 a distinct advantage