POSITION OVERVIEW

The Technical Account Manager (TAM) with (MMEA/Qatar) is responsible for technical support for Trend Micro’s family of products and managing the customers’ account for their technical and security needs.

PRIMARY RESPONSIBILITIES

• Direct support to premium/key customers on technical issues
• Account Management by providing technical updates, monthly/quarterly case reviews, threat assessment/advisories for pro-active protection, train customers on product & threat, provide notifications from corporate on enhancements/bug-fixes, customer relationship for account retention
• Maintain technical relationships with nominated customers
• Be a trusted threat advisor for nominated customers
• Act as the customer’s champion within Trend Micro
• Be available 24×7 to provide crisis support services to nominated customers
• Manage and progress technical support cases
• Provide assistance to nominated backup customers when other team members are absent
• Regularly meet with clients for the purpose of relationship building
• Participate in strategic account planning with the Trend Micro of the account team.
• Work closely with account managers to identify sales opportunities
• Conduct presentation to potential customers to drive growth in Premium Support Program enrolments.
• Provide guidance, consultancy, technical support, and problem resolution to key customers/channel partners in implementation projects
• Collaborate with internal teams to enhance customer/partner experience
• Perform Back pre-sales role as requires

EXPERIENCE

• Engineering degree or equivalent
• Technical Certification such as TCAP, TSCE, VCP, CCNA, CCNP, CISSP, MCSE, SUN Professional or equivalent will be an advantage.
• 4-6 years’ experience in post-sales technical support, system administration or related field.
• Strong knowledge and understanding of security industry.
• In-depth knowledge of multiple Operating Systems (Windows, Windows Server, LINUX, Solaris) and networking environment.
• Good interpersonal skill and service oriented.
• Good problem solving skills
• Able to cope with customer demands and take challenges positively
• Be resourceful, self-managed, energetic, friendly and have excellent communication skills
• Strong in documentation and process methodology

Trend Micro strive to build an environment of equity and inclusion, which reflects diverse points of view. We welcome, value, promote, and celebrate diversity – the very experiences and attributes that make us who we are, including but not limited to race, ethnicity, nationality, gender, gender identification, sexual orientation, level of ability, age, religion, veteran status, socio-economic status, and political philosophy.

We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.