Technical Account Manager
Role Overview
Serve as the primary technical advisor for key enterprise customers and build long-term trusted relationships.
Help maintain healthy, mission-critical customer environments through proactive guidance, best practices, and technical recommendations.
Key Skills for This Role
Full Job Posting
Role Overview
Serve as the primary technical advisor for key enterprise customers and build long-term trusted relationships.
Help maintain healthy, mission-critical customer environments through proactive guidance, best practices, and technical recommendations.
Key Responsibilities
- Understand customer business and technical needs and provide tailored technical information, guidance, and support.
- Recommend best practices and technical improvements as a trusted advisor.
- Troubleshoot Fortinet products, reproduce customer environments in lab equipment, and recommend solutions.
- Own customer incidents and drive timely resolution; manage communications and expectations through case closure.
- Participate in customer calls and face-to-face meetings and prepare service reports for stakeholders.
- Report software and hardware issues to R&D and ensure follow-up.
Requirements
- At least 6 years of technical support or post-sales experience.
- Bachelor’s degree in Computer Science, Software Engineering, or a related field, or equivalent experience.
- Good understanding of TCP/IP, routing, switching, and data networking protocols.
- Hands-on experience with security products such as firewalls, IDS/IPS, DDoS, VPN, or web application firewalls.
- Technical support experience in telco or large enterprise environments; face-to-face and remote customer management experience.
- Strong troubleshooting, problem-solving, interpersonal, and communication skills.
- Fluency in English and Arabic.
Preferred Qualifications
- Previous experience with Fortinet products is an advantage.
- Fortinet NSE4, FCP, FCSS, or FCX certification is an advantage.
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