Associate Technical Account Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Trend Micro Full time

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

POSITION OVERVIEW


As a Resident Engineer (TAM) will manage and support Trend Micro security solutions (Apex One & Deep Security) for one of our customer in (MMEA/Country).

You will be responsible for managing and maintaining the client's security infrastructure and ensuring that it is in line with Trend Micro industry best practices.

The Resident Engineer will also be responsible for providing technical guidance and support to clients and ensuring that they are satisfied with the services provided.


PRIMARY RESPONSIBILITIES

  • Manage and maintain the client's security infrastructure related to Trend Micro security solutions
  • Provide technical support to clients and ensure that their security solutions are functioning as expected.
  • Troubleshoot security issues and provide solutions to clients in a timely manner.
  • Ensure that the client's security infrastructure is in compliance with industry best practices and regulations.
  • Provide training and guidance to clients on how to use their security solutions effectively.
  • Act as the project manager for the implementation, and maintenance of purchased TM products.
  • Act as escalation manager for severe and urgent incidents from the customers
  • Conduct regular technical review with the assigned customer and the local Trend Micro team, which can include (but not limited to):
  • Incident reports
  • Health checks
  • Product Roadmap
  • Custom reports
  • Regular meetings with customer operation team to discuss on the open issues and help needed from support and customer team for resolving issues.
  • Periodic review of the solutions for best practice configuration (Health Checks), work with TrendMicro TAM and discuss the report finding and recommendation with customer team
  • Proactive security and product advisories pertaining to solutions deployed at customer premises.
  • Assist in planning the solution upgrades and new features enablement
  • Track open support cases for all the solutions and send monthly report.
  • Regular meetings to present the current state of the solutions and activities carried out.

EXPERIENCE

  • At least 5 years of experience in managing and supporting Trend Micro security solutions.
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Strong technical skills in Trend Micro security solutions (Apex One & Deep Security)
  • Excellent troubleshooting skills and the ability to work independently to resolve complex security issues.
  • Strong communication and interpersonal skills, with the ability to work effectively with clients and other stakeholders.
  • Knowledge of industry best practices and regulations related to security.
  • Ability to work in a fastpaced environment and manage multiple projects simultaneously.
  • Relevant certifications such as Trend Micro Certified Professional, Certified Information Systems Security Professional (CISSP), CISM,CEH, Security + or other industry certifications are preferred.
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

We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.

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