Technical Customer Success Manager

Role Overview

As a Technical 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 platform delivers 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 security operations and incident response workflows as well as product functionality, technology, and implementation.

Responsibilities

• Proactive engagement with clients to provide clear and consistent experiences for capability deployment, planning, adoption, and integrations.
• Conduct critical conversations related to security and the utilization of our products
• Establish 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.
• Share knowledge, ideas and experience within the team.
• Develop core competency in Fortinet product line and technologies.

Requirements

• 5+ years of experience with one or more of the following roles: Incident response team, Threat hunting team, Security Operations Center (SOC), Red/penetration testing team, or similar security-oriented roles
• 3+ years of experience managing relationships with vendors, clients, and cross-functional teams.
• 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.
• In depth experience with Security Orchestration, Automation and Response (SOAR) technology and Security Information and Event Management (SIEM) technology.
• At least 3 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.
• In depth experience with operating systems administrator, either Microsoft Windows Sever or UNIX flavors/variants.
• Experience with authentication systems such as 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 in the following technologies and protocols: PPTP, L2TP, 802.1q, 802.1x, SSL, IKE, IPSec, 3DES, AES, SHA-1, MD5.
• General knowledge IT Security standards (e.g. BSI 200-x, ISO2700x, COBIT, NIST) and/or relevant regulations (EU-DSGVO, BDSG, NIS-2/KRITIS)
• Familiarity with REST APIs
• Familiarity with JSON, parsing and integrations into other structured data sets
• Significant industry certifications such as NSE, SANS, CISSP, CEH, GCIH, etc
• 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. 

 Educational Requirements

Bachelor’s degree or equivalent experience. Graduate degree preferred.

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