Location: Roma, Lazio, Italy; Milano, Lombardia, ItalyJob Schedule: Full timeOffice: Office based 4 days a week in Fortinet’s Rome (or Milan) officeLanguages: Need to be an Italian/English speaker - business level
Key Responsibilities:
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Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support
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Become a trusted advisor by proactively guide your customers with technical recommendations and best practices
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Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions
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Take initiatives and ownership of customer incidents to drive for timely resolutions
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Manage customer communications and expectations until the closure of each case
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Participate in customer conference calls or face to face customer meetings
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Produce service reports to summarize service activity and performance for key stakeholders
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Report Software/Hardware related issues to R&D department and assure follow-up
Skills and Attributes Requirements:
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Good understanding of data networking protocols, specifically TCP/IP, routing and switching
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Hands-on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)
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Strong troubleshooting and problem solving skills
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Face to face and remote customer management experience
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Previous experience in a technical support position with telco or large enterprise space.
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Strong interpersonal and communication skills
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Previous experience on Fortinet products is an advantage
Educational and Experience Requirements:
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Minimum of 6 years of experience in a technical support/post-sales role
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Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent experience
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Fortinet certification FCP, FCSS, FCX a distinct advantage or similar