Technical Account Manager - Toronto, ON

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, world-leading global threat research and intelligence, and continuous innovation, our cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints

With 7,000 employees across 65 countries, and the world’s most advanced global threat research and intelligence, Trend Micro enables organizations to simplify and secure their connected world. TrendMicro.com

Location: Toronto, ON

Position Summary:

Are you passionate about supporting the enablement of enterprises with earlier detection, faster response, and reduced risk across their entire attack surface including identities, endpoints, email, cloud, networks and more? Eager to showcase the value of XDR, ASRM, Zero Trust, AI to SecOps teams, incident responders and CISO’s?  We are too.

Trend Micro Canada is looking for a Technical Account Manager who can help customers drive better security through the changing threat landscape; accelerate customers security platform adoption and maximize customers investment in Trend Micro technologies. As a TAM, you will deliver world class technical support service, earn customer confidence, trust, and loyalty by improving the overall customer experience and security posture, serving as customer advocates, and driving customer-centric product platform improvements.

As a direct technical support relationship with your customers, you will serve as a senior technical resource with in-depth knowledge of Trend Vision One security apps and services as well as thorough knowledge of your customer’s technical environment. As such, you will help prevent issues before they arise with proactive planning and technical reviews and work hand in hand with the account team and the technical support organization.

The Technical Account Manager (TAM) provides support delivery management to premium support customers.

Duties & Responsibilities:

• Daily technical support case reviews with the to immediately reach out to the customers by phone and email to ensure their technical issue are clearly defined in a support case and that there is a customer service engineer already engaged with the customer to resolve the issue (first call resolution should always be the goal)

• Weekly reports and meetings

• Quarterly technical support reviews

• Annual Security Deployment Reviews

• Having a complete understanding of the customer and their environment

• Maintaining immediate, short term and long term success plans

• Work in a fast-pace environment under minimal supervision

• Share best practices with other TAM’s to enhance quality of service and efficiency

• Channel feature requests to Product Management to enhance Trend Micro products

• Communicating the needs of assigned accounts with your direct report, with executive leadership, product management, research and development and sustained engineers and customer service representatives (support reps)

• After-hours and on-call work for assigned accounts is required

• Onsite engagement and professional services engagements that require break/fix problem solving and troubleshooting; initial deployment and best practice implementation; health check and security policy review

• Travel required, often with short notice across Canada. Accurate expenses must be kept and be in line with company policies

• Work with the sales account team including account owners (sale representatives) and technical owner (sales engineers)

• Expected to be able to lift and move computer equipment up to ~50lbs

Qualifications/Requirements:

• Fluent in reading/writing/speaking in French and English

• Computer Science degree or diploma or combination of education and technical support experience in Security Software and Systems

• Experience working with various Microsoft/Linux software and systems

• Solid multi-tasking, troubleshooting and problem resolution abilities

• Self-starter with the ability to quickly learn new concepts and technology using self-paced learning management platforms

• Strong verbal and written communication, customer service, account management and negotiation skills, with the ability to interface with a diverse set of clients including administrators and C-level executives

• Strong presentation skills

Relevant Work Experience:

• Knowledge of XDR, ASRM, Zero Trust framework, endpoint/cloud/network security, Intrusion Detection and Prevention, Data Loss Prevention, File Integrity Monitoring, Email and Web Security, integration with SOAR/SIEM/Syslog systems

• Understanding of MITRE Attack Framework and/or security operations center (SOC) functions

• 3-5 years of technical Support experience

One or more of below certifications or training is desired:

• AWS / Microsoft Azure / Google Cloud Certifications

• ECIH – Certified Incident Handler

• CISSP – Certified Information Systems Security Professional

• Linux/Solaris/UNIX System Administration

DEI Commitment:

Not meeting every single requirement? At Trend Micro, we're committed to fostering a diverse, inclusive, and genuine workplace. If you're enthusiastic about this position but find that your experience and background don't perfectly match every qualification listed in the job posting, we still encourage you to apply. You could very well be the ideal candidate for this position or others within our organization.

What We Offer You:

You're important to us. What matters to you, matters to us too. Trend Micro provides benefit options for you and your family.

• Group benefits program with health and dental coverage

• Telehealth Virtual Health Services

• Life Insurance

• Short & Long Term Disability 

• Pre-partum, maternity, parental and medical leave

• Critical Illness Insurance

• Mental Health Wellness Program

• Wellness Incentive Program

• Retirement Savings Programs with company match

• Paid Time Off

• 14 Annual Holidays

• Tuition Assistance

• Employee Resource Groups

We offer competitive compensation with bonus opportunity tied to company performance, along with room to enhance your skills through ongoing learning and broad technological opportunities. Achieving work-life balance is a priority, complemented by team activities, fostering an environment rooted in equity, inclusion, and collaboration, that is reflected in both our culture and our work.

Trend Micro Canada has been recognized as one of the National Capital Region's Top Employers. If you're curious to learn more, click the link below to discover why joining Trend Micro could be the perfect career move for you: Trend Micro Top Employer.

Be Passionate. Be Innovative. Be a Trender.

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