Technical Account Manager - Montreal, QCTrend 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.Location: Montreal, QCPosition 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.The Technical Account Manager (TAM) provides support delivery management to premium support customers.Duties & Responsibilities:Daily technical support case reviews to ensure technical issues are clearly defined in support cases and that a customer service engineer is engaged to resolve the issue.Weekly reports and meetings.Quarterly technical support reviews.Annual Security Deployment Reviews.Complete understanding of the customer and their environment.Maintaining success plans (immediate, short term, and long term).Work in a fast-paced environment under minimal supervision.Share best practices with other TAMs to enhance service quality and efficiency.Channel feature requests to Product Management to enhance Trend Micro products.Communicate the needs of assigned accounts with direct reports and relevant teams.After-hours and on-call work for assigned accounts is required.Onsite engagement and professional services engagements that require problem solving and troubleshooting.Travel required across Canada with short notice.Work with the sales account team, including account owners and technical owners.Expected to lift and move computer equipment up to approximately 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.Strong verbal and written communication, customer service, account management and negotiation skills.Knowledge of XDR, ASRM, Zero Trust framework, and security measures.Understanding of MITRE Attack Framework and/or security operations center (SOC) functions.3-5 years of technical support experience.Certifications or training in AWS, Microsoft Azure, Google Cloud, or CISSP are desired.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, we still encourage you to apply.What We Offer You: Trend Micro provides benefit options for you and your family, including health and dental coverage, life insurance, disability leave, wellness programs, retirement savings, paid time off, and tuition assistance.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.At Trend Micro, 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.
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