Technical Account Manager

Fortinet; Roma; In loco; EUR 60.000 - 75.000; Tempo pieno

Descrizione del lavoro

A leading cybersecurity company is searching for a Technical Account Manager in Rome to provide tailored technical support to clients. You will develop an understanding of customer needs, offer proactive guidance, and troubleshoot Fortinet products. The ideal candidate has at least 6 years of experience in technical support and a relevant degree. The role includes customer communications, incident management, and participating in client meetings. This position requires on-site work in Rome or Milan.

Competenze

• 6+ years of experience in a technical support position.
• Bachelor’s degree in Computer Science or equivalent.
• Fortinet certification is a distinct advantage.

Mansioni

• Develop a deep understanding of customer business and technical needs.
• Proactively guide customers with technical recommendations.
• Run advanced troubleshooting on Fortinet products.
• Take ownership of customer incidents for timely resolutions.
• Manage customer communications until case closure.

Conoscenze

Understanding of data networking protocols

Hands-on experience on security products

Troubleshooting and problem solving skills

Customer management experience

Interpersonal and communication skills

Formazione

Bachelor's degree in Computer Science

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 keeping 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