Technical Account Manager

Fortinet; Roma; Hybrid; EUR 50,000 - 70,000; Full time

Job summary

Fortinet is looking for a Technical Account Manager based in Rome or Milan who will act as a primary technical advisor for key enterprise customers. This role involves developing a deep understanding of customer needs, providing tailored support, and ensuring the health of their environments.

The ideal candidate has at least 6 years of technical support experience and a Bachelor's degree in a related field. Fluency in Italian and English is required, with Fortinet certifications being a distinct advantage.

Qualifications

• Minimum of 6 years of experience in a technical support/post-sales role.
• Fluency in Italian and business level English.
• Hands-on experience with security products.

Responsibilities

• Develop a deep understanding of customer needs to provide tailored support.
• Become a trusted advisor with technical recommendations.
• Run advanced troubleshooting on Fortinet products.
• Manage customer communications until resolution.

Skills

Technical troubleshooting

Data networking protocols (TCP/IP)

Security products experience

Customer management experience

Communication skills

Education

Bachelor’s degree in Computer Science

Fortinet certifications (FCP, FCSS, FCX)

Job description

Job Description

Office based 4 days a week in Rome or Milan.

Would you like to join the leading global provider of network security solutions to help strategic accounts optimize their customer experience? At Fortinet we are looking for a Technical Account Manager to build a long-term trusted relationship by operating as primary technical advisor for key enterprise customers.

As Technical Account Manager you will develop a deep understanding of 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 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 similar.
• Fluency in Italian + business level English.