Technical Account Manager
On-siteRome, Lazio, Italy or Roma, Lombardia, Italian Republic
Job Summary
Develop a deep understanding of customer business and technical needs to provide guidance and support, acting as a trusted advisor by proactively recommending technical best practices. Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments in lab equipment, and take ownership of incidents to drive timely resolutions. Manage customer communications and expectations until case closure, while participating in conference calls and face-to-face meetings. Produce service reports summarizing activity and performance for stakeholders and report software or hardware issues to the R&D department. Requires six years of experience in technical support or post-sales roles, strong data networking knowledge, and face-to-face customer management skills. Based in Fortinet's Rome or Milan office, four days a week.
Required Qualifications
- Office based 4 days a week in Fortinet's Rome (or Milan) office
- Italian/English speaker - business level
- 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
- 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
Desired Qualifications
- Previous experience on Fortinet products is an advantage
- Fortinet certification FCP, FCSS, FCX a distinct advantage or similar
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