Technical Account Manager

As a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers, providing opportunities to learn and develop skills in network security.

Requirements

• 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
• Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Benefits

• 100% company paid medical, dental, and vision coverage
• Health Spending Account and a Personal Spending Account
• Employee & Family Assistance Plan (EFAP)
• Critical illness, disability, and life insurance
• Group Registered Retirement Savings Plan (RRSP) with a company match
• Paid Time Off and flexible leave policies
• All roles are eligible to participate in the Fortinet equity program