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:

Serve as the 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
Reproduce 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
Create 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 with 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