Technical Account Manager

1 week ago

City Of London, United Kingdom Fortinet Full time

Technical Account Manager Fortinet As Technical Account Manager you will develop a deep understanding of the customer’s business and technical needs to provide technical support solutions tailored to their challenges. Your proactive guidance will help keep the customers’ 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 optimize return on investment. If you are keen to help customers achieve their strategic objectives while working on cutting‑edge security products, join our team. Key Responsibilities Develop a deep understanding of the customer’s business and technical needs and provide technical information, guidance and support. Become a trusted advisor by proactively guiding customers with technical recommendations and best practices. Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, and recommend potential new solutions. Take initiative and ownership of customer incidents to drive timely resolutions. Manage customer communications and expectations until the closure of each case. Participate in customer conference calls or face‑to‑face meetings. Produce service reports to summarize service activity and performance for key stakeholders. Report software or hardware related issues to R&D and ensure follow‑up. Skills and Attributes Requirements Good understanding of data networking protocols, specifically TCP/IP, routing and switching. Hands‑on experience with security products and technologies (e.g., firewalls, IDS/IPS, DDoS, VPN, web application firewall). Strong troubleshooting and problem‑solving skills. Face‑to‑face and remote customer management experience. Previous experience in a technical support position in the telecom or large‑enterprise space. Strong interpersonal and communication skills. Prior experience with Fortinet products is an advantage. Educational and Experience Requirements Minimum 6 years of experience in a technical support or post‑sales role. Bachelor’s degree in Computer Science, Software Engineering or related field, or equivalent experience. Fortinet certification (FCP, FCSS, FCX) or valid NSE4/7/7 is a distinct advantage. Must have the right to work in the UK. Office based 4 days a week – Moorgate. #J-18808-Ljbffr

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