Technical Account Manager

2 weeks ago

Ottawa, Canada Fortinet Full time

The TAM / Technical Account Manager will provide post sales technical support to Fortinet Customer assigned accounts. This will include conducting technical meetings with Customers to highlight Fortinet’s products and solutions.

**Job Duties and Responsibilities**
- Technical support through Forticare Platform
- Collection, analysis and change recommendations of configuration information
- Collection and analysis of customer network information
- Recommend actions based on analysis
- Installation and configuration assistance using service points
- 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 WSR.
- Conduct Quarterly Service Report (QSR).
- 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.

**Qualifications**
- Bachelor / Engineering degree on Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority.
- Must be a citizen, or be legal resident and have a valid working visa for the hiring country.
- Must currently live in hiring country and close enough to attend office meetings.
- At least 1 year of experience on any Security Orchestration, Automation and Response (SOAR) technology.
- At least 1 year of experience on any Security Information and Event Management (SIEM) techology.
- At least 3 years of experience on design, installation and/or operation of network security solutions, including at least three of the following: Firewalls, VPNs, IDP/IPS, Antivirus Gateways, Web Content Filtering, AntiSpam, Vulnerability Managers, Database Security, VoIP Security.
- Experience as operating systems administrator, either Microsoft Windows Sever or UNIX flavors/variants
- Experience with authentication systems such as LDAP, RADIUS, TACACS+, Active Directory, Digital Certificates / PKI.
- Experience designing and/or operating/maintaining Wireless networking in a secure way.
- At least 2 product certifications on Networking, Firewalls, VPNs, IPS, Antivirus, AntiSpam, URL Filtering or Vulnerability Managers; that can be from Fortinet or from other competitor products is a plus.
- At least 2 years of experience on engineering postsales activities, including technical meetings, Proof-of concepts, Technical trainings, product sizing, solution design, assisting and professional services.
- An independent information/network/computer security certification from SANS, (ISC)2, ISACA, BS7799/ISO17799 is a plus.

**Knowledge, Skills, and Abilities**
- Strong oral and written communication skills in English, French is a plus.
- In-depth technical knowledge on computer networks and Internet security
- Clear understanding of the engineering role within the technology-sales process.
- Strong understanding of common TCP/IP Service Protocols, such as ICMP, DNS, FTP, SMTP, HTTP, SNMP, SSH.
- Strong understanding of SIEM and SOAR technologies.
- Strong understanding in the following technologies and protocols: PPTP, L2TP, 802.1q, 802.1x, SSL, IKE, IPSec, 3DES, AES, SHA-1, MD5.
- Strong analytical skills, oriented to details.
- Ability to be autodidact and learn new knowledge areas on his/her own.
- Proven track as problem solver.
- Highly organized. Capable of working and multi-tasking across multiple projects.
- Self-motivated, with ability to work without direct supervision.
- Adaptable and flexible, operating in a fast-paced, dynamic environment.
- Demonstrated experience working on distributed teams is a plus.
- Deep understanding of Database solutions and Database security systems is a plus.

**Working Conditions, Mental, and Physical Demands**
- Travel requirements around 30% of the time.
- Work in an office environment or remote work
- Long periods of talking on the telephone
- Ability to work after hours
- Ability to work on night shift under a rotation period.
- No restrains to travel to USA, Mexico, Caribbean and South America.

GD

LI-KL1

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