Technical Customer Success Manager

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support Engineer to contribute to the success of our rapidly growing business.

As a Technical Customer Success Manager, you will be an active part of the top-notch Fortinet organization, working alongside our exceptional global team of professionals in Engineering, QA, Security and Product Support. You will guide our clients through all phases of the customer journey, providing expertise and guidance to ensure that our platforms deliver maximum value to our clients.

This will involve working directly with clients to anticipate, understand, enumerate, and address their technical requests and concerns and serve as strategic advisors giving input on network and security operations as well as product functionality, technology, and implementation.

As s Technical Customer Success Manager, you will be involved in:

• Proactive engagement with clients to provide clear and consistent experiences for capability deployment, planning, adoption, and integrations.
• Conducting critical conversations related to the NOC/SOC and the utilization of our products
• Establishing a clear, regular, and effective communications cadence with the client; Conduct periodic stakeholder meetings and quarterly business reviews; maintain an accurate record of discussion and action items.
• Sharing knowledge, ideas and experience within the team.
• Developing core competency in Fortinet product line and technologies.

We are looking for:

• Strong understanding of Observability and reporting 
• Strong understanding of Cyber Security and Cyber Threat Intelligence 
• 5 Years of experience with O/S and Virtualization Platform administration
• In depth experience as a Linux operating systems administrator
• 3 years of experience with Databases and Webservers 
• 3 years of experience with Docker and Kubernetes (or similar technologies) 
• At least 2 years of experience on design, installation and/or operation of network security solutions, including at least three of the following: Firewalls, VPNs, IDP/IPS, Antivirus Gateways, Web Content Filtering, AntiSpam, Vulnerability Managers, Database Security, VoIP Security.
• Experience with authentication systems such as SSO, LDAP, RADIUS, TACACS , Active Directory, Digital Certificates / PKI.
• In depth understanding of common TCP/IP Service Protocols such as ICMP, DNS, FTP, SMTP, HTTP, SNMP, SSH.
• In depth understanding of common security protocols such as IPSec, SSL, TLS.
• In depth understanding of common routing protocols such as BGP, OSPF, IGRP
• Familiarity with REST APIs
• Ability to read/author PowerShell and/or Python Scripts
• Ability read/author JSON/XML
• Experience or familiarity with tools like Jenkins, Terraform, Ansible
• 3 years of experience managing relationships with vendors, clients, and cross-functional teams.
• A team-oriented attitude and interest in working closely with other groups in the company.
• Strong organizational skills and the ability to properly prioritize operations, customer impacting issues and project tasks. 
• Ability to speak clearly & confidently about technology and internet concepts and interact with technical customers via email, phone and online collaboration tools.
• Excellent analytical and problem-solving skills with a strong sense of customer commitment.
• High level of interpersonal skills.
• Bachelor’s degree or equivalent experience. Graduate degree preferred.

About Our Team:

Join our team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet’s core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. 

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000 customers around the globe.

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