Technical Account Manager

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

Descrizione del lavoro

Fortinet, Inc. seeks a Technical Account Manager for their offices in Rome or Milan. The ideal candidate will develop a deep understanding of customer needs and provide tailored technical support and recommendations. You will be responsible for maintaining strong relationships with key enterprise customers and addressing technical challenges with efficient solutions.

The role requires at least 6 years of experience in technical support and fluency in Italian and business English. Join us to help customers achieve their strategic objectives!

Competenze

• Minimum of 6 years in a technical support/post-sales role.
• Fluency in Italian and business level English is required.
• Fortinet certification or similar is a distinct advantage.

Mansioni

• Develop understanding of customer business/technical needs for tailored support.
• Provide technical recommendations and best practices.
• Manage customer communications and drive timely resolutions.

Conoscenze

Data networking protocols

Security products and technologies

Troubleshooting skills

Customer management experience

Interpersonal skills

Formazione

Bachelor’s degree in Computer Science or related field

Descrizione del lavoro

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 optimizing 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 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 skillsl>
• 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