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Technical Account Manager - Sydney

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Fortinet

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Sydney

AI generated summary

  • You need 6+ years in a client-facing technical role, strong networking and security knowledge, communication skills, problem-solving ability, and ideally Fortinet certifications or experience.
  • You will manage client relationships, provide technical support, troubleshoot issues, deliver training, conduct status calls, monitor client health, and report on service activities for continuous improvement.

Requirements

  • 6+ years of experience in a technical support, account management, or similar client-facing role.
  • Strong understanding of data networking protocols (TCP/IP, etc.), Network Security technologies (Firewall, VPN, Authentication, UTM, etc.), Routing and Switching with the ability to troubleshoot and resolve complex technical issues.
  • Bachelor’s degree in computer science, Engineering, or a related technical field (or equivalent experience).
  • Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
  • Very good presentation skills and able to comfortable present technical and non-technical information to small to medium size audience.
  • Proven problem-solving skills including, but not limited to, configuration analysis, detail log analysis including debug logs, packet trace analysis, etc. Ability to think critically and analytically.
  • Demonstrated commitment to delivering outstanding customer service and support.
  • Ability to work effectively within a cross-functional team, including engineering, product management, sales, professional services and TAC.
  • Ability to maintain the overall understanding of the network design and able to comment on design flaws.
  • Face to face and remote customer management experience.
  • Previous experience working on Fortinet products is an advantage.
  • Asset to have CCNA, CCNP, CCIE, and/or CISSP and ITIL certifications and scripting and automation experience. Fortinet certifications on NSE4, NSE5, NSE7, NSE8 is a distinct advantage.

Responsibilities

  • Serve as the single point of contact for designated clients in the post-sales phase.
  • Continuously prioritize customer success, assisting clients in achieving their business and technical objectives.
  • Foster and maintain robust relationships with assigned clients, acting as their trusted technical advisor and primary resource for technical issues and inquiries.
  • Gain a thorough understanding of each client's business and technical requirements to provide relevant technical information, guidance, and support.
  • Deliver expert technical support and troubleshooting for assigned clients, offering guidance on product usage, integration, and best practices.
  • Conduct in-depth troubleshooting across a range of products, replicate customer environments using lab equipment, and recommend potential solutions.
  • Take proactive ownership of customer incidents, driving timely and effective resolutions. Manage communications and set expectations with customers throughout the resolution process, ensuring clarity and satisfaction until case closure.
  • Engage in customer conference calls and face-to-face meetings as required.
  • Generate service reports to summarize service activities and performance for key stakeholders.
  • Report software and hardware issues to the R&D department and ensure proper follow-up and resolution.
  • Implement and oversee various proactive measures to maintain a stable and reliable customer network, ensuring consistent performance and minimizing disruptions.
  • Proactively identify opportunities for optimization and enhancement within the client’s current setup or usage of products and services.
  • Provide clients with strategic recommendations based on their usage patterns and industry trends to help them achieve their long-term goals.
  • Anticipate and mitigate risks by analysing potential problem areas and developing preventive strategies.
  • Educate clients on best practices, new features, and potential improvements to enhance their experience and maximize the value they receive from the product.
  • Help customers to enhance their technical skills by provide customised targeted training on Fortinet products and solutions.
  • Conduct weekly status conference calls with customers to report status of open issues and projects. Assess satisfaction, performance, and opportunities for further engagement or improvement.
  • Regularly monitor client health and usage metrics to identify and address potential issues before they impact the client.
  • Develop best practice deployment and troubleshooting methodology documentation to help customers.
  • Act as an escalation point for critical technical issues and drive critical incident management by collaborating with internal teams to ensure timely and effective resolution.
  • Create and present Root Cause Analysis (RCA) and Post Incident Report (PIR) to various customers stake holders including executive leadership if required.
  • Gather customer feedback and insights to help drive product improvements and inform internal teams of customer needs and expectations.
  • Maintain accurate and detailed records of client interactions, technical issues, and resolutions.

FAQs

What is the location for the Technical Account Manager position?

The position is located in Sydney, Australia.

What qualifications are required for this role?

A Bachelor's degree in computer science, engineering, or a related technical field (or equivalent experience) is required, along with 6+ years of experience in a technical support, account management, or similar client-facing role.

Is prior experience with Fortinet products necessary?

Previous experience with Fortinet products is an advantage but not strictly required.

What technical skills are essential for this position?

A strong understanding of data networking protocols (TCP/IP, etc.), network security technologies (Firewall, VPN, Authentication, UTM, etc.), and routing and switching is required. Additionally, problem-solving skills related to configuration analysis and log analysis are essential.

Are certifications beneficial for this role?

Yes, certifications such as CCNA, CCNP, CCIE, and/or CISSP, as well as Fortinet certifications (NSE4, NSE5, NSE7, NSE8), are considered assets.

What are the main responsibilities of the Technical Account Manager?

The main responsibilities include client relationship management, technical support, proactive account management, escalation management, gathering customer feedback, and documentation of client interactions and technical issues.

Does the role require travel for face-to-face meetings with clients?

Yes, the role may require engaging in customer conference calls and face-to-face meetings as required.

How does Fortinet approach diversity and inclusivity?

Fortinet embraces diversity and inclusivity, encouraging applications from diverse backgrounds and identities.

What is the focus of the Advanced Support (AS) team in APAC?

The Advanced Support team focuses on delivering exceptional service and support as the primary technical advisor for key Fortinet customers.

Will I be responsible for educating clients on best practices?

Yes, educating clients on best practices, new features, and potential improvements is a key responsibility of this role.

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Fortinet

Our mission is to secure people, devices, and data everywhere.

Technology
Industry
10,001+
Employees
2000
Founded Year

Mission & Purpose

Fortinet is a cybersecurity company that provides network security solutions to businesses, organisations, and governments worldwide. Their core focus is on delivering comprehensive and integrated security solutions to protect against various cyber threats, such as malware, ransomware, data breaches, and other advanced cyberattacks. Fortinet offers a wide range of products and services, including firewalls, intrusion prevention systems, secure access solutions, cloud security, and more, to safeguard their clients' networks and data. Their ultimate mission is to provide robust and proactive cybersecurity measures to help their customers defend against evolving threats and ensure the resilience of their digital infrastructure. Fortinet's purpose is to secure the digital world, offering cutting-edge technologies and expertise to support their clients in achieving a secure and reliable digital environment, fostering trust, and enabling businesses to operate securely in the ever-changing cyber landscape.

Benefits

  • Competitive salary and incentive compensation, stock awards, health and welfare benefits.

  • A 401(k) savings plan with a company match.

  • Paid time off and wellness programs.

  • We recognize outstanding performers as “FortiChamps” with cash and stock awards.