Location: Indonesia (Jakarta)
**Role Overview**:
As a member of the Technical Account Support Team, you will use your deep understanding of network/security architectures and general knowledge about the current trends in the market to help promote product quality, while providing best in class solutions. You will work with research and development groups, sales teams and regional support teams in a fast paced environment.
For this position, you have to demonstrate experience in participating in the post-sales support escalation processes, which includes pre-sales experience, as well as strong customer facing skills particular in the telco and large enterprise space.
This position requires strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. This position also requires the ability to write clearly to provide full information as well as to understand and interpret written information.
**Responsibilities**:
- 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.
**Requirements**:
- 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.
- 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.
- 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.
Fortinet is an equal opportunity employer.
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