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Technical Account Manager

Fortinet Inc.
Riyadh, KSA
Full-time
Manager · 6+ years experience
Onsite
Discovered 1 weeks ago

Full Job Posting

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 FCP, FCSS, FCX a distinct advantage

Qualifications

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

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