Manager - Technical Account Manager

Fortinet
Frankfurt
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 6-8 yearsEducation: bachelorsSkills: ["Leadership","Troubleshooting","Problem-solving","Communication","Organization"]

Lead a team of Technical Account Managers by supervising day-to-day workload, managing support queues, and ensuring timely resolution and quality outcomes. Conduct case reviews, drive continuous improvement, and coordinate escalations with engineering teams while keeping SLA commitments and premium support accounts on track. Partner with customers through conference calls and meetings to address technical issues, support ongoing projects, and manage customer satisfaction follow-ups.

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Fortinet
Fortinet
1 day ago

Manager - Technical Account Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead a team of Technical Account Managers by supervising day-to-day workload, managing support queues, and ensuring timely resolution and quality outcomes. Conduct case reviews, drive continuous improvement, and coordinate escalations with engineering teams while keeping SLA commitments and premium support accounts on track. Partner with customers through conference calls and meetings to address technical issues, support ongoing projects, and manage customer satisfaction follow-ups.
Location: Frankfurt
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Provide first-level supervision to a team of Technical Account Managers, managing workload, response, resolution, and quality.
  • •Monitor and manage support queues; escalate issues as needed and ensure consistent delivery across the Advanced Support team.
  • •Perform case reviews and provide feedback to drive continuous improvement; develop best practices documentation for deployment and troubleshooting.
  • •Participate in customer conference calls and meetings to discuss technical issues and ongoing projects; manage customer escalations and satisfaction surveys.
  • •Ensure SLA adherence, manage premium support accounts, and highlight serious issues/bugs to engineering and escalation teams for resolution.

Key Requirements

  • •6-8 years of experience in a high technical support/post-sales role, with at least 2+ years in direct customer interaction (preferably supervisory).
  • •Experience working in technical support in the telco and large enterprise space with strong leadership capabilities.
  • •Strong troubleshooting and problem-solving skills, with the ability to communicate across business, technical, and sales teams.
  • •Bachelor’s degree in Computer Science, Software Engineering, or related field (or equivalent training/experience).
  • •Fortinet NSE4 certification (or similar) and business-level English and German.
Experience:6-8 years
Education:Bachelor's in Computer Science, Software Engineering or related field
Skills:LeadershipTroubleshootingProblem-solvingCommunicationOrganization
Certifications:Fortinet NSE4
Languages:EnglishGerman

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Fortinet
Provides enterprise cybersecurity solutions including data protection, cloud security, network security, and user and entity behavior analytics to help organizations prevent insider threats, secure cloud and on-premises environments, and enforce data loss prevention policies.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Austin, United States
Founded: 1994
WebsiteLinkedIn