Job Title
We are seeking a dynamic Technical Account Manager to contribute to the success of our business.
The ideal candidate will be the primary point of contact for dedicated accounts and provide technical solutions to address customer issues.
This role involves centrally managing and prioritizing customer issues to ensure timely resolution.
The successful candidate will have at least 8-10 years of experience in a technical support role, with a strong understanding of data networking protocols and security products.
Strong troubleshooting and problem-solving skills, as well as effective oral and written communication skills, are also essential for this role.
This is an exciting opportunity to join our Advanced Support team and contribute to the company's success.
* Key Responsibilities:
* Be the primary point of contact for dedicated accounts.
* Provide technical solutions to address customer issues.
* Centrally manage and prioritize customer issues to ensure timely resolution.
* Reproduce customer environments on lab equipment.
* Follow up with R&D departments to resolve product issues.
* Track, maintain, and resolve incident reports and customer support requests.
* Create technical documentation and bulletins to improve internal and external knowledge base.
* Update and provide guidance on new releases and features to dedicated accounts.
* Develop best practice deployment and troubleshooting methodology documentation.
* Conduct periodic site visits for managed accounts.
* Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results.
* Provide mentorship to junior Technical Account Managers.
* Lead initiatives that contribute to the success of the Advanced Services team and the company.
Requirements:
* At least 8-10 years of experience in a technical support role in a networking/security company.
* Strong understanding of data networking protocols, specifically TCP/IP, routing, and switching.
* Experience with security products firewalls, IPsec, IDS/IPS, Anti-Spam, virus scanning.
* Administrator-level working knowledge of Windows, Linux, or Unix skills is an advantage.
* Good understanding of web application concepts, security, and vulnerabilities.
* Strong troubleshooting and problem-solving skills.
* Effective oral and written communication skills.
* At least NV1 Australian Security clearance.