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Fortinet – Mexico City – Job Description: Job Responsibilities Manages day-to-day operational aspects of premium support, as new account sizing requirement evaluation and sessions with team members and customers. Weekly meeting with Team. Weekly session 1:1 with each team member. Weekly operation report to upper management. Works closely with all customer-facing Fortinet functions, including pre-sales, operations, order management, support to coordinate activities. Recruit, hire and retain Technical Account Engineers (TAMs), so the Premium Support can continue. Identify resources needed and assigns contract accounts to individual responsible, by managing and monitoring team’s availability. Coordinate account activation onsite kick-off for new contracts and renewals. Conduct quarterly onsite visits for active accounts on demand. Periodic session meetings with customers to follow-up status of the support service being delivered. Handle escalation complaints directly from our premium customers and f…