Technical Account Manager

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