TippingPoint Technical Account Manager

US-REM-Offsite
9 months ago
Job ID
2017-20244
# Positions
1
Employee Type
R- Regular
Full Time / Part Time
Full Time
Category
Technical Services and Support

Overview

Trend Micro: Securing Your Journey to the Cloud

Trend Micro, the world’s largest independent security software company, strives to make the world a safer place by protecting digital information. Our solutions for consumers, businesses and governments provide layered security to protect information on mobile devices, endpoints, gateways, servers and the cloud. Trend Micro enables the smart protection of information, with innovative technology that is simple to deploy and manage, and security that fits an evolving ecosystem. Our solutions are supported by over 5000 employees in over 50 countries and powered by the world’s most advanced cloud-based global threat intelligence, the Trend Micro™ Smart Protection Network™.

 

TippingPoint Technical Account Managers help customers realize their full potential through accelerated adoption and productive use of Trend Micro TippingPoint technologies. They are a global team of exceptional people who deliver world class service, earn customer confidence, trust, and loyalty by improving the overall Customer and Partner experience. They serve as customer advocates within TippingPoint and drive customer-centric product improvement.

 

The Technical Account Manager (TAM) provides support delivery management of Premier issues and services designed to improve customer IT operational health in assigned accounts. 

 

The TAM:

  • Is the TippingPoint owner of the customer’s IT operational health
  • Is the trusted advisor to the account’s sales engineering team
  • Manages support delivery on reactive incidents provided by TippingPoint TAC
  • Knowledgeable on a wide range of security technology with industry recognized IT Operations certification
  • Maintains Customer Success Plans that capture situation and analysis for IT Health improvement
  • Manages the delivery and follow-up of proactive support designed to reduce reactive support cases and costs

The value the TAM brings to the customer is successful operation, and hence realization of value, of TippingPoint products. The value the TAM brings to Trend Micro TippingPoint is increased customer satisfaction, reduced support costs, and awareness needed around product improvements.

Duties & Responsibilities

The TAM is responsible for the overall success and health of their assigned accounts. This is accomplished through specific cadenced and general requirements that include:

  • Daily case reviews
  • Weekly reports and meetings
  • Quarterly business reviews
  • Onsite visits
  • Annual Security Deployment Reviews
  • Having a complete understanding of the customer and their environment
  • Maintaining immediate, short term and long term success plans

The TAM is responsible for managing and communicating the needs of their assigned accounts with Executive Leadership, Product Management, Research and Development, Sustaining Engineering and Support.

 

After hours and on call work for assigned accounts is required.

 

The TAM may be engaged for onsite customer advocacy and professional services engagements that require:

  • Break/Fix problem solving and troubleshooting
  • Initial deployment and best practice implementation
  • Health check and security policy review

The TAM is required to travel 50-75% of the year; often with short notice. Accurate expenses must be kept and be in line with company policies. 

 

If the TAM is unable to commute to a Trend office daily, an adequate home office where remote meetings with customers can be held must be maintained.

 

The TAM is expected to be able to lift and move computer equipment up to ~50lbs.

Qualifications/Requirements

Education and Experience

  • 8+ years of professional experience
  • Bachelor of Arts/Science or equivalent degree in computer science or related area of study, OR without a degree, five additional years of relevant professional experience (13+ years in total)

Knowledge and Skills

  • Superiour customer service skills and demonstrated success working directly with customers
  • Excellent communication and presentation skills, with strong written and verbal skills
  • Experience troubleshooting in a technical environment
  • Excellent analytical and problem solving skills
  • In-depth knowledge of network routing protocols and Internet troubleshooting techniques (Routers, Switches, VPN, etc.)
  • In-depth knowledge of information security products and technologies (Intrusion Detection/Prevention, Firewall, Advanced Threat, etc.)
  • In-depth knowledge of Windows and Linux based sniffers (Wireshark, TCPDump)
  • In-depth knowledge of virtualization concepts, VMware, KVM and Open Stack (familiarity with deploying OVF templates, use of vMotion and distributed vSwitches is a plus)
  • Software and hardware knowledge of computing, storage and peripheral devices
  • Ability to work as part of a team as well as independently
  • Advanced proficiency with case management databases and tools
  • Phone and remote support experience
  • Ability to solve and document solutions for usage of other technicians and customers
  • Ability to program in scripting or more advanced languages such as Java, PERL, Python, Linux Shell Script is a plus
  • Experience with Regular Expressions is a plus

Relevant Certifications

  • CISCO Certified Network Associate/Professional (CCNA/CCNP)
  • Wireshark Certified Network Analyst (WCNA)
  • Certified Information Systems Security Professional (CISSP)
  • Systems Security Certified Practitioner (SSCP)
  • Certified Information Security Manager (CISM)
  • Certified Ethical Hacker (CEH)
  • Offensive Security Certified Professional (OSCP)
  • VMWare Certified Associate/Professional (VCA/VCP)
  • Certified OpenStack Administrator (COA)

Trend Micro provides equal employment opportunity for all applicants and employees. Trend Micro does not unlawfully discriminate on the basis of race, color, religion, sex, pregnancy and childbirth or related medical conditions, national origin, ancestry, age, physical or mental disability, medical condition, family care leave status, veteran status, marital status, sexual orientation, or gender identity.

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