Technical Account Manager

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.

• 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

• 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 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