job duties and responsibilities

- collection, analysis and change recommendations of configuration information
- collection and analysis of customer network information
- collection and analysis of packet trace informationrecommend actions based on analysis
- customer education, deliver knowledge transfer like webinar or workshops
- software recommendation, conduct bug scrubs reports
- upgrade testing, on a lab environment perform test to upgrade customer devices and provide a report
- develop best practice deployment and troubleshooting methodology documentation
- follow up technical cases and manage the right expectation until the closure of the cases
- conduct weekly status conference calls with customers to report status of open issues and projects
- conduct quarterly reports for your managed accounts




- work closely and provide direct technical email and phone support to our customers in the latam region
- analysis of support request, completion of requests for information and documentation
- will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

job skills

- minimum of five years relevant professional experience preferably in the network industry
- strong network security and routing experiences
- exceptional customer service orientation and strong communications skills
- asset to have ccna, ccnp, ccie, and/or cissp certifications
- proficient with ms word, powerpoint, and excel
- scripting and windows server app experience
- willing to travel
- advanced english level

#j-18808-ljbffr

📌 Technical account mgr (México)
🏢 Fortinet
📍 México