Technical Account Manager

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Account Manager to contribute to the success of our rapidly growing business.

You would act as a Technical Account Manager role (TAM) to provide exceptional customer service for our loyal customers. The ideal candidate is energetic and passionate about working for Fortinet and supporting our customers while developing good and respected relationships with internal and external customers. This is a great opportunity to excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

As a Technical Account Manager (TAM), you will:

• A primary point of contact for the dedicated accounts
• Provide technical solutions to address customer issues 
• Centrally manage and prioritize customer issues to ensure timely resolution
• Reproduction of customer environments on lab equipment
• Follow-up with R&D departments to resolve product issues
• Responsible for tracking, maintaining and resolving incident reports and customer support requests
• Creation of technical documentation and bulletins to improve internal and external knowledge base
• Update and guide 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.

We Are Looking For: 

• At least 8-10 years of experience in a technical support role in a networking/security company
• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
• Hands-on Experience Security products and technologies such as Firewalls, Endpoint protection, IPSec VPN, Authentication (RADIUS, LDAP, etc), UTM, etc
• Administrator-level working knowledge of Windows, Linux or Unix skills is an advantage
• Good understanding of Web application concepts, security and vulnerabilities
• Strong troubleshooting and problem-solving skills
• Effective oral and written communication skills
• A Bachelor’s degree in Computer Science, Software Engineering or a related field, or an equivalent combination of training and experience is desirable.
• Prefer candidates with CCNA, CCNP, CCIE and/or CISSP certifications
• Experience in system integration and multi-vendor environment
• Experience in programming and scripting that would assist in automating data collection during troubleshooting & daily operation
• Experience in data center deployment
• Experience in wireless access point
• Experience in SQL database

About Our Team:

Join the TAM team, known for its collaborative ethos, working seamlessly with a variety of specialized groups to ensure a comprehensive and seamless technical support experience. By working with these diverse teams, they ensure a holistic approach to customer service, product quality, and technological innovation, leading to a robust support infrastructure and continuous improvement in technical support services and product offerings.. Our team culture emphasizes collaboration, continuous improvement, customer-centricity, innovation, and accountability. By embedding these values into our ethos and culture, we create a dynamic and supportive environment that drives excellence and innovation while maintaining a strong focus on our customers' needs and satisfaction.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.