Technical Account Manager - Indonesia
Fortinet
- Jakarta
- Permanent
- Full-time
- 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.
- Reproduction of customer environments on lab equipment.
- Follow-up with R&D departments to resolve product issues.
- Responsible for tracking, maintaining and resolving incident reports and customer support requests.
- Creation of 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.
- At least 8-10 years' experience in technical support role in a networking/security company.
- 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.
- Experience in programming and scripting that would assist automate data collection during trouble shooting & daily operation.
- Experience in data center deployment.
- Experience in wireless access point.
- Experience in SQL database.