Technical Account Manager

Fortinet, Inc.; Milano, Roma; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A cybersecurity company is seeking a Technical Account Manager to provide tailored support to customers in Milan or Rome. Responsibilities include understanding customer needs, troubleshooting Fortinet security products, and acting as a trusted advisor. Ideal candidates have 6+ years in technical support, a Bachelor’s in Computer Science or related field, and experience with security technologies. The role emphasizes strong communication and customer management skills, offering a dynamic work environment.

Competenze

• 6+ years of experience in technical support or post-sales role.
• Hands-on experience with security technologies like Firewalls and VPN.
• Fortinet certification FCP, FCSS, FCX is a distinct advantage.

Mansioni

• Understand customer needs to provide tailored technical support.
• Guide customers with recommendations and best practices.
• Conduct troubleshooting on Fortinet products.

Conoscenze

Understanding of data networking protocols, specifically TCP/IP

Experience with security products and technologies

Strong troubleshooting and problem-solving skills

Customer management experience

Interpersonal and communication skills

Formazione

Bachelor’s degree in Computer Science or related field

Strumenti

Fortinet products knowledge

Descrizione del lavoro

As Technical Account Manager you will develop a deep understanding about the customer business/technical needs that will be used to provide technical support solutions tailored to their needs and challenges. Your proactive guidance will help keep the customers mission critical environments healthy by identifying potential issues before they become problems and improving the overall customer experience via best practices and technical recommendations that will optimize their return of investment. If you are keen in helping customers achieving their strategic objectives while working on cutting edge security products then come and join our team.

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 guiding 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 is a distinct advantage (or a VALID NSE4/7/7)

office contract - 4 days a week in office Milan or Rome