Technical Account Manager

Office based 4 days a week in Fortinet's Rome (or Milan) office

Need to be an Italian/English speaker - business level

Key Responsibilities:

• Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support

• Become a trusted advisor by proactively guide your customers with technical recommendations and best practices

• Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions

• Take initiatives and ownership of customer incidents to drive for timely resolutions

• Manage customer communications and expectations until the closure of each case

• Participate in customer conference calls or face to face customer meetings

• Produce service reports to summarize service activity and performance for key stakeholders

• Report Software/Hardware related issues to R&D department and assure follow-up

Skills and Attributes Requirements:

• Good understanding of data networking protocols, specifically TCP/IP, routing and switching

• Hands-on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)

• Strong troubleshooting and problem solving skills

• Face to face and remote customer management experience

• Previous experience in a technical support position with telco or large enterprise space.

• Strong interpersonal and communication skills

• Previous experience on Fortinet products is an advantage

   

Educational and Experience Requirements:

• Minimum of 6 years of experience in a technical support/post-sales role

• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent experience

• Fortinet certification FCP, FCSS, FCX a distinct advantage or similar

   

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