technical Account Manager - philippinesFortinet

Job Description:
As a member of the Technical Account Support Team, you will use your deep understanding of network/security architectures and general knowledge about the current trends in the market to help promote product quality, while providing best in class solutions. You will work with research and development groups, sales teams and regional support teams in a fast paced environment.
For this position, you have to demonstrate experience in participating in the post-sales support escalation processes, which includes pre-sales experience, as well as strong customer facing skills particular in the telco and large enterprise space.
This position requires strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. This position also requires the ability to write clearly to provide full information as well as to understand and interpret written information.
Responsibilities:
Primary point of contact for the dedicated account
Provide technical solutions to address customer issues
Centrally manage and prioritize customer issue to assure timely resolution
Reproduction of customer environments on lab equipment
Follow-up with R&D departments to resolve product issues
Responsible for tracking, maintaining and resolving incident reports and customer support requests
Creation of technical documentation and bulletins to improve internal and external knowledge base
Update and provide guidance on new releases and features to dedicated accounts
Develop best practice deployment and troubleshooting methodology documentation
Conduct periodic site visits for the managed accounts.
Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results.
Requirements:
At least 8-10 years' experience in technical support role in a networking/security company
Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
Hands on Experience Security products and technologies such as Firewalls, End point protection, IPSec VPN, Authentication (RADIUS, LDAP, etc), UTM, etc
Administrator level working knowledge of Windows, Linux or Unix skills an advantage
Good understanding of Web application concepts, security and vulnerabilities
Strong troubleshooting and problem solving skills
Effective oral and written communication skills
Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
Prefer candidates with CCNA, CCNP, CCIE and/or CISSP certifications
Experience in system integration and multi vendors environment
Experience in programming and scripting that would assist automate data collection during trouble shooting & daily operation
Experience in data center deployment
Experience in wireless access point
Experience in SQL database
Fortinet is an equal opportunity employer.
We will only notify shortlisted candidates.
Fortinet will not entertain any unsolicited resumes, please refrain from sending them to
any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees/charges.
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Fortinet

Manila City, Metro Manila
Permanent
Full-time