FORTINET is looking for a TAC Director to join the Global Support Management Team. We are looking for a passionate, hard-working, and talented Director who wants to remove risk to the customer, resolve globally impacting barriers, and drive innovation within the team. As a member of the Global Support Orgnization you will be part of a world-class team in a fast-paced cyber security environment. This is an opportunity to contribute to the support and process model which will impact FORTINET at a global level. You'll be surrounded by people who are extremely smart and believe that world class service is critical to customer happiness and success. As a TAC Director, you’ll be fully responsible for leading a team of experienced engineers and managers to provide a world class experience for our customers. You will be responsible for the delivery and execution of customer support, which entails building, growing and managing a high performing and diverse team. You will work with other regional and global leaders, internal stakeholders and external partners to achieve a seamless customer experience and scale in a thoughtful, effective way. **Job Duties & Responsibilities** - Responsible for leading pivotal portion of the Customer Support Americas organization, responsible for serving our customers across multiple issue types and channels. - Manage and lead a high performing support team, anchored by standard methodologies within the services and technology industries globally. - Be a thought leader for how to provide a world class experience for our customers. - Work with senior management across internal support teams and business unit partners to achieve service level agreements and enable CX innovation. - Shape strategy for optimizing existing workflows, operationalizing product, policy launches, and building effective feedback loops. - Handle partnerships and serve as an escalation point with various departments within Fortinet, including (but not limited to) product, engineering, legal and security. - Responsible for monthly and quarterly site business reviews to stay abreast and accountable of performance across all tiers of support. - Utilize an in-depth understanding of metrics to drive data-centric business decisions. - Thoughtfully delegate tactical responsibilities and set performance expectations across the organization. - Continuously add value through effective project management, laser focused prioritization and efficient execution. **Qualifications** - Must be a citizen, or be legal resident and have a valid working visa for Colombia. - Experience working with teams comprised of 100+ technical support engineers. - Must currently live in Colombia, Bogota or close enough to attend meetings. - Motivated by Fortinet’s mission and crafting a seamless support experience for our global customer base. - Minimum of 8 years of relevant experience in IT services, technology and/or customer support, with experience in delivering value differentiated support strategies a benefit - Minimum of 6 years of direct management experience. - Experience with partner management and maintaining cross functional partnerships both vertically and horizontally. - Ability to effectively communicate cross functionally and globally. - Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. **Knowledge, skills and abilities** - Fluency in spoken and written Spanish and English is a must, Portuguese is a plus. - Strong analytical skills, oriented to details. - Highly organized. Capable of working and multi-tasking across multiple projects. - Self-motivated, with ability to work without direct supervision. - Adaptable and flexible, operating in a fast-paced, dynamic environment. - ITIL and/or PMP certification is a plus - An independent information/network/computer security certification from SANS, (ISC)2, ISACA, BS7799/ISO17799 is a plus. **Working conditions** - Travel requirements up to 20% - Work in an office hybrid environment; 80% at the office, 20% remote. - Long periods of talking on the telephone - Ability to work after hours LI-JE1