Job Description
Location: Australia (Canberra)
Would you like to join the global leader and innovator in a broad range of network security solutions to help strategic customers and optimize their customer experience? We are expanding our Advanced Support (AS) team in APAC and seeking a talented Technical Account Manager (TAM) to deliver exceptional service and support by acting as the primary technical advisor for key Fortinet customers.
The TAM will serve as the primary technical contact for key clients post-sales, 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. You will work closely with clients to understand their needs, address their technical challenges, and advocate for their success within our organization. Your proactive guidance will help keep the customer's mission-critical environments healthy by identifying potential issues early and providing best practices and technical recommendations to optimize their investment.
If you are passionate about helping customers achieve their strategic objectives while working on cutting-edge security products and technologies, join our team.
Responsibilities
1. Client Relationship Management: Serve as the single point of contact for designated clients post-sale. Prioritize customer success, assist in achieving their business and technical goals, and maintain strong relationships as their trusted technical advisor.
2. Technical Support: Provide expert troubleshooting and guidance on product usage, integration, and best practices. Conduct in-depth troubleshooting, replicate environments in lab setups, and recommend solutions. Manage customer incidents proactively, communicate effectively throughout resolution, and ensure satisfaction.
3. Proactive Account Management: Implement measures to maintain network stability, identify optimization opportunities, and provide strategic recommendations. Educate clients on best practices and new features, and conduct regular status calls to monitor satisfaction and performance.
4. Escalation Management: Act as an escalation point for critical issues, drive incident management, and provide root cause analyses and post-incident reports.
5. Feedback Loop: Gather customer feedback to inform product improvements and internal processes.
6. Documentation: Maintain detailed records of interactions, issues, and resolutions.
Qualifications
* Bachelor's degree in computer science, Engineering, or related field (or equivalent experience).
* 6+ years in technical support, account management, or similar client-facing roles.
* Strong understanding of data networking protocols, network security technologies, routing, and switching.
* Excellent communication skills, capable of conveying technical concepts to diverse audiences.
* Proven problem-solving skills with experience in configuration analysis, log analysis, and troubleshooting.
* Commitment to outstanding customer service.
* Experience working with cross-functional teams and managing customer relationships.
* Previous experience with Fortinet products is advantageous.
* Certifications such as CCNA, CCNP, CCIE, CISSP, ITIL, NSE certifications, and scripting experience are assets.
* NV1 or NV2 clearance is preferred.
Why Join Us?
At Fortinet, we embrace diversity and inclusivity. We offer a supportive work environment and an attractive Total Rewards package to support your health and financial well-being. Join us in delivering impactful solutions to over 660,000 customers worldwide.
Note: We will only notify shortlisted candidates. Fortinet does not accept unsolicited resumes, and resumes from agencies will be considered unsolicited unless explicitly authorized.
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