Technical Account Manager

TrendAI™, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk.

At TrendAI™, we’re always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future.

AI Fearlessly.

POSITION OVERVIEW

The Technical Account Manager (TAM) in Vietnam is responsible for technical support for Trend'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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We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.