Technical Account Mgr

Fortinet
Dominican Republic
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Customer service orientation","Communication","Independent judgment"]

Provide technical support to customers in the LATAM region by collecting and analyzing configuration, network, and packet-trace data, recommending actions, and managing technical cases through closure. Deliver customer education via webinars or workshops, perform upgrade testing in a lab environment with reporting, and contribute to best-practice documentation. Communicate progress through regular calls and quarterly reporting, while maintaining strong customer communication and service orientation.

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FursaFursa
Fortinet
Fortinet
2 months ago

Technical Account Mgr

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Provide technical support to customers in the LATAM region by collecting and analyzing configuration, network, and packet-trace data, recommending actions, and managing technical cases through closure. Deliver customer education via webinars or workshops, perform upgrade testing in a lab environment with reporting, and contribute to best-practice documentation. Communicate progress through regular calls and quarterly reporting, while maintaining strong customer communication and service orientation.
Location: Dominican Republic
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Collect, analyze, and provide change recommendations for configuration information.
  • •Collect and analyze customer network information and packet trace data, then recommend actions based on analysis.
  • •Provide customer education and knowledge transfer through webinars or workshops.
  • •Follow up on technical cases and manage expectations until cases are closed.
  • •Conduct upgrade testing in a lab environment for customer devices and deliver reports; develop troubleshooting methodology documentation.
  • •Conduct weekly status calls and quarterly reports for managed accounts; provide direct technical email and phone support to customers in the LATAM region.
Travel: Low travel

Key Requirements

  • •Relevant professional experience preferably in the network industry.
  • •Solid network security and routing experience.
  • •Exceptional customer service orientation with strong communications skills.
  • •Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications.
  • •Proficient with MS Word, PowerPoint, and Excel; scripting and Windows server app experience; advanced English level.
Experience:Network industry
Education:Bachelor's
Skills:Customer service orientationCommunicationIndependent judgment
Certifications:CCNACCNPCCIECISSP
Languages:English
Tech Stack:Packet traceRoutingNetwork securityMS WordPowerPointExcelWindows server

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