Overview
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As Technical Account Manager at Fortinet, you will be the primary technical advisor for strategic enterprise customers. You'll build deep understanding of client needs to tailor support and guidance that improve security posture and ROI. You'll proactively identify issues, guide best practices, and help customers achieve mission-critical objectives. This role combines hands-on troubleshooting with relationship management to enhance the customer experience and drive successful outcomes. You will work in a global leader in network security, collaborating with cross-functional teams to deliver value.
Responsabilità
Understand customer business and technical needs to provide tailored technical guidance and support
Act as trusted advisor by offering proactive recommendations and best practices
Perform advanced troubleshooting across Fortinet products and reproduce environments in lab
Own customer incidents for timely resolution and manage communications until closure

Participate in conference calls and face-to-face meetings with customers
Produce service reports summarizing activity and performance for key stakeholders
Report software/hardware issues to R&D; and ensure follow-up
Requisiti fondamentali
Good understanding of TCP/IP, routing and switching
Hands-on experience with security products and technologies (firewalls, IDS/IPS, DDoS, VPN, WAF)
Strong troubleshooting and problem-solving skills
Face-to-face and remote customer management experience
Previous experience in technical support in telco or large enterprise
Strong xrdztoy interpersonal and communication skills
Experience with Fortinet products is an advantage
Fluency in Italian plus business-level English
Bachelor in Computer Science or related field, or equivalent experience
Strong interpersonal and communication skills
Customer management experience
Proactive guidance and advisory mindset
TCP/IP, routing and switching fundamentals
Security product technologies (Firewalls, IDS/IPS, DDoS, VPN, Web Application Firewall)
Fortinet product knowledge

Technical Account Manager

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