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Technical Account Manager

Burnaby, BC
Full Time
3 days ago
As a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers. This is a superb opportunity to learn all aspects of Fortinet products in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Job Responsibilities

• 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

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

Job Skills Required

• Minimum of five years relevant professional experience preferably in the network industry

• Strong network security and routing experiences

• Scripting and Windows server app experience

• Exceptional customer service orientation and strong communications skills

• Proficient with MS Word, PowerPoint, and Excel

• Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications

• Willing to travel

Educational Requirements

• Bachelors degree and/or relevant experience


Banking, Finance and Insurance