About the Role
Join the leading global provider of network security solutions as a Technical Account Manager, where you will play a key role in optimizing the customer experience for strategic accounts. Your primary objective will be to build long-term trusted relationships by serving as the primary technical advisor for key enterprise customers. You will develop a deep understanding of their business and technical needs, providing tailored technical support solutions to enhance their mission-critical environments. By proactively identifying potential issues and delivering best practices, you will significantly improve overall customer satisfaction and return on investment.
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Key Responsibilities
- Develop a deep understanding of customer business and technical needs to provide appropriate technical information, guidance, and support.
- Proactively guide customers with technical recommendations and best practices to become a trusted advisor.
- Conduct advanced troubleshooting across the full range of the company's products, reproducing customer environments on lab equipment and recommending potential new solutions.
- Take initiative and ownership of customer incidents to drive timely resolution.
- Manage customer communications and expectations until the closure of each case.
- Participate in customer conference calls or face-to-face meetings.
- Produce service reports to summarize service activity and performance for key stakeholders.
- Report software/hardware related issues to the R&D department and ensure follow-up.
Skills and Attributes Requirements
- Good understanding of data networking protocols, specifically TCP/IP, routing, and switching.
- Hands-on experience with security products and technologies (e.g., Firewalls, IDS/IPS, DDoS, VPN, Web Application Firewall).
- Strong troubleshooting and problem-solving skills.
- Experience in face-to-face and remote customer management.
- Previous experience in a technical support position within telecom or large enterprise spaces.
- Strong interpersonal and communication skills.
- Previous experience with the company's products is an advantage.
Educational and Experience Requirements
- Minimum of 6 years of experience in a technical support/post-sales role.
- Bachelor’s degree in Computer Science, Software Engineering, or a related field, or equivalent experience.
- Company certifications (FCP, FCSS, FCX) are a distinct advantage.
