Technical Account Manager

Office based 4 days per week in Kelsterbach, Frankfurt

Would you like to join the leading global provider of network security solutions to help strategic
accounts optimizing their customer experience? At Fortinet we are looking for a Technical
Account Manager to build a long term trusted relationship by operating as primary technical
advisor for key enterprise customers.

As Technical Account Manager you will develop a deep understanding about the customer
business/technical needs that will be used to provide technical support solutions tailored to their
needs and challenges. Your proactive guidance will help keeping the customers mission critical
environments healthy by identifying potential issues before they become problems and improving
the overall customer experience via best practices and technical recommendations that will
optimize their return of investment.

If you are keen in helping customers achieving their strategic objectives while working on cutting
edge security products then come and join our team.

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

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-equivalent in FCP

Must have the right to work in Germany

Must be a business level German + English speaker

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