Technical Account Manager

About the role

Fortinet is seeking a Technical Account Manager to provide expert technical support and guidance to customers in the LATAM region. The role involves analyzing network configurations, delivering education, and ensuring successful upgrades and deployments.

Key responsibilities

• Collect, analyze, and recommend changes to customer network configurations, packet traces, and overall network information.
• Educate customers through webinars, workshops, and knowledge‑transfer sessions.
• Recommend software, conduct bug scrubs, and perform upgrade testing in lab environments, delivering detailed reports.
• Develop best‑practice deployment and troubleshooting documentation.
• Manage technical cases, set expectations, and follow through to closure.
• Conduct weekly status calls and quarterly reports for managed accounts.
• Provide direct email and phone support to LATAM customers, handling support requests and documentation.

Required profile

• Relevant professional experience, preferably in the network industry.
• Willingness to travel as needed.
• Advanced English proficiency.

Required skills

• Solid network security and routing experience.
• CCNA, CCNP, CCIE and/or CISSP certifications (asset).
• Proficiency with MS Word, PowerPoint, and Excel.
• Scripting and Windows Server application experience.