Job Schedule Full timeJob DescriptionAs 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 ResponsibilitiesDevelop a deep understanding about the customer business/technical needs to provide technical information, guidance and supportBecome a trusted advisor by proactively guide your customers with technical recommendations and best practicesRun advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutionsTake initiatives and ownership of customer incidents to drive for timely resolutionsManage customer communications and expectations until the closure of each caseParticipate in customer conference calls or face to face customer meetingsProduce service reports to summarize service activity and performance for key stakeholdersReport Software/Hardware related issues to R&D department and assure follow-upSkills and Attributes RequirementsGood understanding of data networking protocols, specifically TCP/IP, routing and switchingHands‑on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web Application Firewall)Strong troubleshooting and solving skillsFace to face and remote customer management experiencePrevious experience in a technical support position with telco or large enterprise space.Strong interpersonal and communication skillsPrevious experience on Fortinet products is an advantageEducational and Experience RequirementsMinimum of 6 years of experience in a technical support/post‑sales roleBachelor’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
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