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 te chnical 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 #LI-NC1