Technical Account Manager
At a glance
Manager-level Account Management role at Edel. Madrid · full-time · no salary stated · we estimate €56,331–€71,945 across Spain.
Edel has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Learn each customer’s technical and business needs, then give guidance and product recommendations
- Recreate customer setups in a lab to troubleshoot Fortinet products and suggest solutions
- Take ownership of incidents, keeping customers updated and driving cases through to resolution
- Join customer calls or in-person meetings and prepare service performance reports for stakeholders
- Send software and hardware problems to R&D and follow up on their progress
What you bring
- At least six years in technical support or post-sales work
- A computer science, software engineering or related degree, or equivalent experience
- Working knowledge of TCP/IP, routing and switching, plus hands-on security technology experience
- Background supporting customers both remotely and face to face, with technical support experience in telco or large enterprise settings
- Business-level Spanish and English
Who this fits
This role suits someone with technical support experience who can troubleshoot security products and manage customer conversations. You’ll work from Fortinet’s Madrid office four days a week and need business-level Spanish and English.
From the employer
Office based 4 days a week in Fortinet's Madrid office
Need to be Spanish/English speaker - business level
Key Responsibilities:
Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support
Become a trusted advisor by proactively guide your customers with technical recommendations and best practices
Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions
Take initiatives and ownership of customer incidents to drive for 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/Hardware related issues to R&D department and assure follow-up
Skills and Attributes Requirements:
Good understanding of data networking protocols, specifically TCP/IP, routing and switching
Hands-on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)
Strong troubleshooting and problem solving skills
Face to face and remote customer management experience
Previous experience in a technical support position with telco or large enterprise space.
Strong interpersonal and communication skills
Previous experience on Fortinet 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 related field, or an equivalent experience
Fortinet certification FCP, FCSS, FCX a distinct advantage or similar
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