Technical Account Manager

ppOffice based 4 days a week in Rome or Milan /p pWould 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. /p pAs 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. /p h3Key Responsibilities: /h3 ul liDevelop a deep understanding about the customer business/technical needs to provide technical information, guidance and support /li liBecome a trusted advisor by proactively guide your customers with technical recommendations and best practices /li liRun advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions /li liTake initiatives and ownership of customer incidents to drive for timely resolutions /li liManage customer communications and expectations until the closure of each case /li liParticipate in customer conference calls or face to face customer meetings /li liProduce service reports to summarize service activity and performance for key stakeholders /li liReport Software/Hardware related issues to RD department and assure follow-up /li /ul h3Skills and Attributes Requirements: /h3 ul liGood understanding of data networking protocols, specifically TCP/IP, routing and switching /li liHands-on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall) /li liStrong troubleshooting and problem solving skills /li liFace to face and remote customer management experience /li liPrevious experience in a technical support position with telco or large enterprise space. /li liStrong interpersonal and communication skills /li liPrevious experience on Fortinet products is an advantage /li /ul h3Educational and Experience Requirements: /h3 ul liMinimum of 6 years of experience in a technical support/post-sales role /li liBachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent experience /li liFortinet certification FCP, FCSS, FCX a distinct advantage or similar /li liFluency in Italian + business level English /li /ul /p #J-18808-Ljbffr