Technical Account Manager

<p><strong>Preferred location is Madrid or close to any of our Spanish offices( Madrid, Murcia/Sevilla/Bilbao/Barcelona - working on a hybrid work mode</strong></p> <p><strong>Fluency in Spanish and English is mandatory</strong></p> <p>Would you like to join the leading global provider of network security solutions to help strategic accounts optimizing their customer experience? At Fortinet we are looking for a Technical Account Manager to build a long term trusted relationship by operating as primary technical advisor for key enterprise customers.<br/><br/>As Technical Account Manager you will develop a deep understanding about the customer business/technical needs that will be used to provide technical support solutions tailored to their needs and challenges. Your proactive guidance will help keeping the customers mission critical<br/>environments healthy by identifying potential issues before they become problems and improving the overall customer experience via best practices and technical recommendations that will optimize their return of investment.<br/><br/>If you are keen in helping customers achieving their strategic objectives while working on cutting edge security products then come and join our team.</p> <p>Key Responsibilities:</p> <ul> <li>Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support</li> <li>Become a trusted advisor by proactively guide your customers with technical recommendations and best practices</li> <li>Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions</li> <li>Take initiatives and ownership of customer incidents to drive for timely resolutions</li> <li>Manage customer communications and expectations until the closure of each case</li> <li>Participate in customer conference calls or face to face customer meetings</li> <li>Produce service reports to summarize service activity and performance for key stakeholders</li> <li>Report Software/Hardware related issues to R&amp;D department and assure follow-up</li> </ul> <p>Skills and Attributes Requirements:</p> <ul> <li>Good understanding of data networking protocols, specifically TCP/IP, routing and switching</li> <li>Hands-on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)</li> <li>Strong troubleshooting and problem solving skills</li> <li>Face to face and remote customer management experience</li> <li>Previous experience in a technical support position with telco or large enterprise space.</li> <li>Strong interpersonal and communication skills</li> <li>Previous experience on Fortinet products is an advantage</li> <li>Fluency in English and Spanish is essential</li> </ul> <p>Educational and Experience Requirements:</p> <ul> <li>Minimum of 6 years of experience in a technical support/post-sales role</li> <li>Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent experience</li> <li>Fortinet certification NSE4, NSE5, NSE7, NSE8 a distinct advantage</li> </ul> <p> </p>