Resident Technical Account Manager

Resident Technical Account Manager (Resident TAM) – Trend Micro Location: Jeddah , Saudi Arabia Experience: 7–10 Years Role Type: Resident Engineer Cybersecurity (Trend Micro) About the Role We are looking for an experienced Resident Technical Account Manager (Resident TAM) to work closely with strategic customers and serve as their trusted technical representative within Trend Micro. The Resident TAM will take end-to-end ownership of customer technical engagements, proactively manage deployed Trend Micro solutions, coordinate with internal technical and support teams, and ensure customers achieve maximum value from their cybersecurity investments. Key Responsibilities • Act as the primary technical point of contact and trusted advisor for the customer, taking ownership of technical issues and engaging the appropriate Trend Micro resources to drive resolution. • Understand the customer's IT, cybersecurity, and business objectives and align Trend Micro solutions to meet those requirements. • Act as the technical project manager for the implementation, maintenance, upgrades, and adoption of Trend Micro solutions. • Serve as the escalation manager for critical, severe, and urgent incidents, coordinating with Trend Micro Support, Engineering, Product Management, and other relevant teams. • Act as the single point of contact (SPOC) for critical technical escalations across all Trend Micro solutions deployed within the customer environment. • Conduct regular technical reviews with the customer and the local Trend Micro team covering: • Incident and security reports • Solution health checks • Product roadmap and upcoming capabilities • Custom reports and recommendations • Open issues and remediation plans • Conduct regular meetings with the customer's IT and security operations teams to review open issues, challenges, support requirements, and improvement opportunities. • Perform periodic health checks and best-practice assessments of deployed Trend Micro solutions and present findings, risks, and recommendations to the customer. • Provide proactive security advisories, product advisories, and recommendations relevant to the customer's deployed solutions and threat landscape. • Assist the customer in planning and executing solution upgrades, migrations, feature enablement, and technology adoption. • Track open support cases across Trend Micro solutions and provide monthly status and escalation reports. • Coordinate with Trend Micro's internal teams to ensure timely resolution of customer issues and effective communication throughout the escalation lifecycle. • Conduct periodic service and technology reviews and present the current state of deployed solutions, key activities, risks, open issues, and planned actions. • Key Skills & Experience • 7–10 years of experience in cybersecurity, technical account management, security engineering, or a related field. • Strong hands-on experience with enterprise cybersecurity technologies, preferably including: • Trend Micro TippingPoint • Trend Micro Apex One • Trend Micro Deep Security • Trend Micro Deep Discovery • Trend Micro Vision One • Strong understanding of endpoint security, network security, server security, threat detection, incident response, and security operations. • Experience working directly with enterprise customers and managing technical relationships. • Strong experience in incident management, technical escalations, troubleshooting, and customer engagement. • Ability to coordinate effectively with customers, partners, support teams, engineering teams, and product teams. • Strong communication, presentation, documentation, and stakeholder-management skills. • Ability to translate complex technical issues into clear business and operational recommendations. • Strong organizational and project-management skills with the ability to manage multiple priorities. • Relevant cybersecurity certifications such as CISSP, CISM, CEH, Security+, or vendor certifications would be an advantage. Show more Show less

7–10 years of experience in cybersecurity, technical account management, security engineering, or a related field. Strong hands-on experience with enterprise cybersecurity technologies, preferably including Trend Micro TippingPoint, Trend Micro Apex One, Trend Micro Deep Security, Trend Micro Deep Discovery, Trend Micro Vision One. Strong understanding of endpoint security, network security, server security, threat detection, incident response, and security operations. Experience working directly with enterprise customers and managing technical relationships. Strong experience in incident management, technical escalations, troubleshooting, and customer engagement. Ability to coordinate effectively with customers, partners, support teams, engineering teams, and product teams. Strong communication, presentation, documentation, and stakeholder-management skills. Ability to translate complex technical issues into clear business and operational recommendations. Strong organizational and project-management skills with the ability to manage multiple priorities. Relevant cybersecurity certifications such as CISSP, CISM, CEH, Security+, or vendor certifications would be an advantage.

Act as the primary technical point of contact and trusted advisor for the customer, taking ownership of technical issues and engaging the appropriate Trend Micro resources to drive resolution. Understand the customer's IT, cybersecurity, and business objectives and align Trend Micro solutions to meet those requirements. Act as the technical project manager for the implementation, maintenance, upgrades, and adoption of Trend Micro solutions. Serve as the escalation manager for critical, severe, and urgent incidents, coordinating with Trend Micro Support, Engineering, Product Management, and other relevant teams. Act as the single point of contact (SPOC) for critical technical escalations across all Trend Micro solutions deployed within the customer environment. Conduct regular technical reviews with the customer and the local Trend Micro team covering: Incident and security reports; Solution health checks; Product roadmap and upcoming capabilities; Custom reports and recommendations; Open issues and remediation plans. Conduct regular meetings with the customer's IT and security operations teams to review open issues, challenges, support requirements, and improvement opportunities. Perform periodic health checks and best-practice assessments of deployed Trend Micro solutions and present findings, risks, and recommendations to the customer. Provide proactive security advisories, product advisories, and recommendations relevant to the customer's deployed solutions and threat landscape. Assist the customer in planning and executing solution upgrades, migrations, feature enablement, and technology adoption. Track open support cases across Trend Micro solutions and provide monthly status and escalation reports. Coordinate with Trend Micro's internal teams to ensure timely resolution of customer issues and effective communication throughout the escalation lifecycle. Conduct periodic service and technology reviews and present the current state of deployed solutions, key activities, risks, open issues, and planned actions.