Technical Account Manager

Office based 4 days a week in Fortinet's Madrid office
Need to be Spanish/English speaker - business level
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 te chnical support/post-sales role

- Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent experience

- Fortinet certification FCP, FCSS, FCX a distinct advantage or similar

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