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 areAs a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers. This is a superb opportunity to learn all aspects of Fortinet products in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Job Responsibilities

* Collection, analysis and change recommendations of configuration information

* Collection and analysis of customer network information

* Collection and analysis of packet trace information

* Recommend actions based on analysis

* Customer education (gaps in networking, product knowledge etc

* Installation and configuration assistance

* Reproduction of customer environments on lab equipment

* Follow up technical cases and manage the right expectation until the closure of the cases

* Conduct weekly status conference calls with customers to report status of open issues and projects.

* Conduct quarterly site visits for your managed accounts.

* Work closely and provide direct technical email and phone support to our customers in the Americas Region (Canada, US, Central and South America)

* Develop best practice deployment and troubleshooting methodology documentation.

* Analysis of support request, completion of requests for information and documentation

* Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Job Skills Required

* Minimum of five years relevant professional experience preferably in the network industry

* Strong network security and routing experiences

* Scripting and Windows server app experience

* Exceptional customer service orientation and strong communications skills

* Proficient with MS Word, PowerPoint, and Excel

* Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications

* Willing to travel

Educational Requirements

* Bachelors degree and/or relevant experience currently seeking a dynamic Advanced Support Engineer to contribute to the success of our rapidly growing business.

You would act as an Advanced Support Engineer for Plano TAC Team to provide exceptional customer service and technical help for our loyal customers. The Support Engineer will deliver technical support excellence to our Customers within the Americas region. We require candidates with the ability to identify and resolve problems promptly; to gather and analyze information and to skillfully develop alternative solutions for customers.

As an Advanced Support Engineer you will be involved in:

• Advanced troubleshooting on the full range of Fortinet products
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and initial analysis of packet trace information
• Recommend corrective actions based on analysis
• Provide customer education where needed due to gaps in networking, product knowledge, etc.
• Consultation of technical documentation, bulletins and release notes for known problems
• Reproduction of customer environments on lab equipment
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case

We are looking for:

• 5 years of experience in a technical support role in a networking/security company or equivalent education
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches
• Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
• Strong troubleshooting and problem-solving skills
• Extensive working knowledge of Windows, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong English skills both written and verbal.
• Previous experience/certification on Fortinet products is an advantage
• Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

Practical hands-on knowledge of

• Unix / Gnu-Linux (administrative level)
• Windows (administrative level)
• Checkpoint FW
• Load Balancers (F5 Big IP)
• Various Routers / Switches (Cisco CatOs, Cisco IOS, JunOS, PanOS, Riverbed, etc.)
• Vulnerability scanners (nessus, FireSIGHT, Qualys, etc)
• SQL (MSSql, MySql, postgresql, Oracle, etc.)
• Exchange
• Cloud Applications (AWS, Box, Google Apps, Office 365, Okta, Salesforce, etc)

About Our Team:

Join our team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet's core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet's high standards of excellence in cybersecurity solutions

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.