Technical Account Manager

About the Role

Fortinet is seeking a Technical Account Manager to join our team in Riyadh, Saudi Arabia. This full-time role involves building long-term, trusted relationships with key enterprise customers by serving as their primary technical advisor. The Technical Account Manager will support strategic accounts in optimizing their customer experience with Fortinet's network security solutions.

Role Purpose

The primary purpose of this role is to develop a deep understanding of customer business and technical needs. This understanding will be used to provide tailored technical support solutions. The Technical Account Manager will offer proactive guidance to maintain the health of mission-critical environments, identify potential issues, and enhance the overall customer experience through best practices and technical recommendations that optimize return on investment.

Key Responsibilities

• Develop a deep understanding of customer business and technical needs to provide technical information, guidance, and support.
• Act as a trusted advisor by proactively guiding customers with technical recommendations and best practices.
• Perform advanced troubleshooting on the full range of Fortinet products.
• Reproduce customer environments on lab equipment and recommend potential new solutions.
• Take initiative and ownership of customer incidents to drive timely resolutions.
• Manage customer communications and expectations until the closure of each case.
• Participate in customer conference calls or face-to-face customer meetings.
• Produce service reports to summarize service activity and performance for key stakeholders.
• Report software and hardware-related issues to the R&D department and ensure follow-up.

Qualifications and Experience

Candidates should possess 5-10 years of relevant experience. This role requires individuals who are keen on helping customers achieve their strategic objectives while working with security products.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a global provider of network security solutions.

Application Process

If you meet the qualifications and are interested in this opportunity, we encourage you to apply.