Technical Account Manager

Role Overview

Fortinet, the leading global provider of network security solutions, is seeking a Technical Account Manager to serve as the primary technical advisor for key enterprise customers and build long-term trusted relationships.

Company Overview

Fortinet is the leading global provider of network security solutions.

Role Purpose

Develop a deep understanding of customer business and technical needs to provide tailored technical support solutions. Operate as a trusted advisor through proactive guidance, best practices, and technical recommendations that optimize customer return on investment and keep mission-critical environments healthy by identifying potential issues before they become problems.

Key Responsibilities

Customer Advisory & Strategy

• Develop a deep understanding of customer business and technical needs to provide technical information, guidance, and support.
• Become a trusted advisor by proactively guiding customers with technical recommendations and best practices.
• Help customers achieve their strategic objectives while working with cutting-edge security products.

Technical Support & Troubleshooting

• Run advanced troubleshooting on the full range of Fortinet products.
• Reproduce customer environments on lab equipment.
• Recommend potential new solutions based on technical analysis.

Incident Management

• Take initiatives and ownership of customer incidents to drive timely resolutions.
• Manage customer communications and expectations until closure of each case.

Stakeholder Engagement

• Participate in customer conference calls and face-to-face customer meetings.
• Produce service reports to summarize service activity and performance for key stakeholders.

Cross-Functional Coordination

• Report software and hardware related issues to the R&D department and assure follow-up.

Qualifications & Experience

• Minimum of 6 years of experience in a technical support or post-sales role.
• Bachelor's degree in Computer Science, Software Engineering, or related field, or equivalent experience.
• Fortinet certification (NSE4, FCP, FCSS, FCX) is a distinct advantage.
• Previous experience on Fortinet products is an advantage.

Skills & Competencies

• Good understanding of data networking protocols, specifically TCP/IP, routing, and switching.
• Hands-on experience with security products and technologies including Firewalls, IDS/IPS, DDoS, VPN, and Web Application Firewall.
• Strong troubleshooting and problem-solving skills.
• Face-to-face and remote customer management experience.
• Previous experience in a technical support position within the telco or large enterprise space.
• Strong interpersonal and communication skills.
• Fluency in English and Arabic (essential).