Technical Account Manager

BCJobs       |    Location:Burnaby       |    Country:Canada

Description 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 #GD #LI-MG1