Office based 4 days a week in Fortinet's Rome (or Milan) office
Need to be an Italian/English speaker - business level
Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support
Become a trusted advisor by proactively guide 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
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)
Face to face and remote customer management experience
Previous experience in a technical support position with telco or large enterprise space.
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 a distinct advantage or similar
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 unde

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