Technical Account Manager

Description

**Office based 4 days a week in Fortinet's Madrid office** **Need to be Spanish/English speaker \- business level** **Key Responsibilities:** * Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support * Become a trusted advisor by proactively guide your customers with technical recommendations and best practices * Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions * Take initiatives and ownership of customer incidents to drive for timely resolutions * Manage customer communications and expectations until the closure of each case * Participate in customer conference calls or face to face customer meetings * Produce service reports to summarize service activity and performance for key stakeholders * Report Software/Hardware related issues to R\&D department and assure follow\-up **Skills and Attributes Requirements:** * Good understanding of data networking protocols, specifically TCP/IP, routing and switching * Hands\-on experience on 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 with telco or large enterprise space. * Strong interpersonal and communication skills * Previous experience on Fortinet products is an advantage **Educational and Experience Requirements:** * **Minimum of 6 years of experience in a te** chnical support/post\-sales role * Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent experience * Fortinet certification FCP, FCSS, FCX a distinct advantage or similar \#LI\-NC1