Technical Account Manager

The Technical Account Manager (TAM) in Vietnam is responsible for providing direct technical support to premium/key customers and managing their accounts for technical and security needs. This includes maintaining technical relationships, acting as a trusted threat advisor, offering 24x7 crisis support, and managing technical support cases. The role also involves collaborating with internal teams and account managers to identify sales opportunities and enhance customer experience.

Must Have

• Provide direct technical support to premium/key customers.
• Manage customer accounts for technical and security needs.
• Maintain technical relationships with nominated customers.
• Act as a trusted threat advisor and customer champion.
• Offer 24x7 crisis support services.
• Manage and progress technical support cases.
• Collaborate with account managers to identify sales opportunities.
• Conduct presentations to potential customers.
• Provide guidance and problem resolution for implementation projects.
• Possess 4-6 years of experience in post-sales technical support or system administration.
• Hold an Engineering degree or equivalent.

Good to Have

• Technical Certifications such as TCAP, TSCE, VCP, CCNA, CCNP, CISSP, MCSE, SUN Professional or equivalent.

When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.

ABOUT TREND MICRO

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com

POSITION OVERVIEW

The Technical Account Manager (TAM) 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 24x7 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.

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About Us

For over 30 years, Trend Micro's unwavering vision has been to make the world safe for exchanging digital information. Security is our entire focus, and it shows. This single-minded passion has inspired our innovations that keep up with the bad guys despite a changing IT landscape, riskier user behavior, and constantly evolving threats.

We embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. At Trend Micro, we're always looking for top talent and you will work with the best. With us, you have the opportunity to thrive in an industry that is dominating the news worldwide.

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