Technical Account Manager
At a glance
Manager-level Account Management role at Edel. Roma · full-time · no salary stated · we estimate €45,195–€72,500 across Italy.
Edel has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Learn each customer's technical and business needs, then offer guidance, product troubleshooting and suitable solution recommendations
- Recreate customer setups in a lab to investigate advanced issues across Fortinet products
- Take ownership of incidents, keep customers updated and manage expectations through resolution
- Summarize service work and performance for stakeholders, and send software or hardware issues to R&D for follow-up
What you bring
- At least six years in technical support or post-sales work, with a bachelor's degree in computing or a related field, or equivalent experience
- Business-level Italian and English, plus practical knowledge of TCP/IP, routing and switching
- Hands-on work with security technologies such as firewalls, intrusion detection or VPNs, and strong troubleshooting skills
- Experience supporting customers remotely and in person, including technical support in telecom or large-enterprise settings
Who this fits
This role suits someone with a technical support or post-sales background who can handle customer conversations as well as complex product troubleshooting. You’ll work from Fortinet’s Rome or Milan office four days a week and need business-level Italian and English. Fortinet product experience and FCP, FCSS or FCX certification are advantages.
From the employer
Office based 4 days a week in Fortinet's Rome (or Milan) office
Need to be an Italian/English speaker - business level
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 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
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 a distinct advantage or similar
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