Technical Account Manager

Location: Australia (Canberra) 

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Account Manager to contribute to the success of our rapidly growing business.

As a Technical Account Manager (NV1), you will:

• Be the primary point of contact for the dedicated account.
• Provide technical solutions to address customer issues.
• Centrally manage and prioritize customer issue to assure timely resolution.
• reproduce customer environments on lab equipment.
• Follow-up with R&D departments to resolve product issues.
• Be responsible for tracking, maintaining and resolving incident reports and customer support requests.
• Create technical documentation and bulletins to improve internal and external knowledge base.
• Update and provide guidance on new releases and features to dedicated accounts.
• Develop best practice deployment and troubleshooting methodology documentation.
• Conduct periodic site visits for the managed accounts.
• Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results.

We Are Looking For:

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• At least 6-10 years’ experience in technical support role in a networking/security company.
• NV1 clearance 
• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching.
• Hands on Experience Security products and technologies such as Firewalls, End point protection, IPSec VPN, Authentication (RADIUS, LDAP, etc), UTM, etc.
• Administrator level working knowledge of Windows, Linux or Unix skills an advantage.
• Good understanding of Web application concepts, security and vulnerabilities.
• Strong troubleshooting and problem-solving skills.
• Effective oral and written communication skills.
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• Prefer candidates with CCNA, CCNP, CCIE and/or CISSP certifications.
• Experience in system integration and multi vendors environment.