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 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
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