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Perception Point (Fortinet) is seeking a Technical Account Manager to serve as the primary technical contact for premium customers in the LATAM region. You will deliver technical support, conduct analysis of customer network configurations and packet traces, and provide recommendations for optimization and troubleshooting.
Key responsibilities include:
- Collect, analyze, and provide recommendations on customer network configuration information
- Analyze packet trace data and customer network information to identify issues and opportunities
- Deliver customer education through webinars, workshops, and knowledge transfer sessions
- Recommend software solutions and conduct bug scrub reports
- Perform upgrade testing in lab environments and provide detailed reports to customers
- Develop best practice deployment and troubleshooting methodology documentation
- Manage technical cases through to closure, maintaining appropriate customer expectations
- Conduct weekly status conference calls with customers to report on open issues and projects
- Deliver quarterly business reviews for managed accounts
- Provide direct technical email and phone support to LATAM region customers
- Analyze support requests and complete information/documentation requests
- Exercise independent judgment in methods, techniques, and evaluation criteria
Fortinet is a leading global cybersecurity company (NASDAQ: FTNT) protecting over 500,000 customers worldwide. The company specializes in the Fortinet Security Fabric architecture, delivering seamless protection across networked, application, cloud, and mobile environments.
Requirements:
- Relevant professional experience, preferably in the network industry
- Solid network security and routing experience
- Exceptional customer service orientation and strong communication skills
- Proficiency with MS Word, PowerPoint, and Excel
- Scripting and Windows server application experience
- Advanced English level
- Willingness to travel
- Preferred: CCNA, CCNP, CCIE, and/or CISSP certifications
