Technical Account Manager - Sydney

at  Fortinet

Location: Australia (Sydney)
Would you like to join the global leader and innovator in broad range of network security solutions to help the strategic customers and optimise their customer experience? We are expanding our Advanced Support (AS) team in APAC and seeking a talented Technical Account Manager (TAM) to join us in delivering exceptional service and support by operating as primary technical advisor for key Fortinet customers.
The Technical Account Manager (TAM) will act as the primary technical contact for our key clients in the post-sales area, ensuring their success and satisfaction with our products and services. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for customer service. As a TAM, you will work closely with clients to understand their needs, address their technical challenges tailored to their needs, and advocate for their success within our organization. Your proactive guidance will help keeping the customer’s mission critical 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.
If you are keen in helping customers achieving their strategic objectives while working on cutting edge security products and technologies, then come and join our team.

REQUIREMENTS:

• 6+ years of experience in a technical support, account management, or similar client-facing role.
• Strong understanding of data networking protocols (TCP/IP, etc.), Network Security technologies (Firewall, VPN, Authentication, UTM, etc.) , Routing and Switching with the ability to troubleshoot and resolve complex technical issues.
• Bachelor’s degree in computer science, Engineering, or a related technical field (or equivalent experience).
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
• Very good presentation skills and able to comfortable present technical and non-technical information to small to medium size audience.
• Proven problem-solving skills including, but not limited to, configuration analysis, detail log analysis including debug logs, packet trace analysis, etc. Ability to think critically and analytically.
• Demonstrated commitment to delivering outstanding customer service and support.
• Ability to work effectively within a cross-functional team, including engineering, product management, sales, professional services and TAC.
• Ability to maintain the overall understanding of the network design and able to comment on design flaws.
• Face to face and remote customer management experience.
• Previous experience working on Fortinet products is an advantage.
• Asset to have CCNA, CCNP, CCIE, and/or CISSP and ITIL certifications and scripting and automation experience. Fortinet certifications on NSE4, NSE5, NSE7, NSE8 is a distinct advantage.