Technical Account Manager

Job Description
As a FFI Technical Account Manager, you will be delivering technical support for our US Federal customer assigned accounts. This is an advanced level position supporting our largest customers with 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.

 

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)
• Reproduction of customer environments on lab equipment
• Follow up technical cases and manage the right expectation until the closure of the cases
• Work closely and provide direct technical email and phone support to FFI customers
• Develop best practice deployment and troubleshooting methodology documentation.
• Analysis of support request, completion of requests for information and documentation
• Exercise independent judgment in methods, techniques, and evaluation criteria for
• Installation and configuration assistance using service points
• Conduct weekly status conference calls with customers to report status of open issues WSR.
• Conduct Quarterly Service Report (QSR).
• Develop best practice deployment and troubleshooting methodology documentation.
• Analysis of support request, completion of requests for information and documentation.

Requirements:

• US Citizenship and must resides in the lower 48 States
• 7+ years of experience in LAN/WAN/Internet consulting, support and/or administration. Vendor experience is a plus.
• 5+ years of experience with Network Security Products as a professional services engineer. Vendor experience is a plus. Fortinet 
• Asset to have NSE-7 certification or Cisco CCNP (or above) required.

Preferred Skills

• Expertise in NGFW and at least 4 of the following technologies: Advanced Routing, Advanced Threat Protection, Endpoint Security, WiFi Deployment, Web Application Firewall, Network Security Management, SIEM, Network Virtualization, Software Defined Networks (SDN) and/or other cloud-based technologies.
• Strong Network routing skills BGP/OSPF/SD-WAN
• Strong knowledge on 3rd party network or security solutions
• Experience in designing and implementing solutions for air-gapped networks, distributed enterprise and Telco/MSSP.
• Knowledge of Federal compliance requirements for Service Providers and Federal agencies to include, but not limited to FIPS 140-2/3, TIC 3.0, DoD STIG, CSfC, CMMC, and NIST 800-53/171/207.
• Excellent troubleshooting skills with a structured approach to problem solving.
• Ability to develop methodologies to progress on the resolution of technical issues.
• Proven ability to work independently and in a team-oriented, collaborative environment.
  Ability to elicit cooperation from a wide variety of sources, including senior management, clients, other departments, and executive team.
• Ability to adapt to shifting priorities, demands and timelines. Ability to multitask between several customer engagements, and collaborate with peers on projects delivery.
• Flexible working hours.
• Positive customer service attitude with excellent soft skills.
• Ability to bring projects to successful completion through technical excellence.
• Strong commitment and self-driven individual.
• Travel less than 15%. Ability to travel at with two weeks’ notice domestically as needed
• NSE 4-8 or equivalent. Other industry certification in relation to security or networking.

Education
Degree in technical or management discipline and/or equivalent extensive work-related experience.

About Us

Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses. 

 

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