Technical Account Manager

Fortinet•Burnaby, BC

2d•CA$104,000 - CA$128,000•Onsite

About The Position

As 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.

Requirements

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
Willing to travel

Nice To Haves

CCNA, CCNP, CCIE, and/or CISSP certifications

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