Fortinet Technical Account Manager - Sydney 

Australia, New South Wales, Sydney 

985013084

Client Relationship Management:

• Serve as the single point of contact for designated clients in the post-sales phase.
• Continuously prioritize customer success, assisting clients in achieving their business and technical objectives.
• 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.

Requirements:

• 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.
• Bachelor’s degree in computer science, Engineering, or a related technical field (or equivalent experience).
• 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.

Why join us?

• Impact: Be part of a forward-thinking company that values innovation and excellence.
• Growth: Opportunity for professional growth and development in a supportive environment.
• Culture: Join a collaborative and dynamic team where your contributions are recognized and valued.
• Benefits: Competitive salary, comprehensive benefits package, and access to various internal and external training resources.