Technical Account Manager - APAC

The Technical Account Manager (TAM) is a technical resource who advocates for designated customers and ensures customers' needs are known and managed across all offerings, including services, training, support, and product development. The TAM prioritizes customers' technical issues and communicates those priorities to support; communicates the status of services projects; conveys the needs and urgency of RFEs to product management and contributes to the product roadmap.

You will provide customers with status updates of open tickets and development/services projects; the upcoming release schedule; issues trending; upgrade recommendations; and guidance through early access/beta programs. This role will also require periodic onsite visits.

About the role

• Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention, and satisfaction.
• Provide project leadership for customers' major FireMon programs.
• Work with FireMon's project teams, including Customer Support, R&D, Product Management, and Sales, on customers' technical issues and projects.
• Maintain current functional and technical knowledge of the FireMon product line.
• Provide hands-on customer support with initial troubleshooting, upgrades, database query' management, routine system health checks, watchdog monitoring, and adding/removing user access, devices, and zones/subnets for FireMon Product Suite.
• Manage competing requests across simultaneous client engagements.
• Provide clear and constructive product feedback to FireMon product management teams based on customer requirements.
• Document best practices in developing and deploying FireMon solutions in the customers' environments.
• Be a technical resource for "best practice" and other customer questions, identifying alternate technical solutions to customers' business problems.
• Partner with Account Owners to manage customer expectations in situations where customers' demands cannot be met.
• Partner with Account Owners to ensure a comprehensive view of customer health throughout the customer cycle.
• Maintain multiple technical certifications and gain at least one new certification annually.

Customer Success Skills

• Install software and optional hardware through online sessions or onsite work.
• Provide training to end users to ensure their primary objectives for the product purchase are met.
• Verify that core functionality is operable and troubleshoot any issues that arise.
• Be able to describe and articulate customer problems in Support tickets and provide all information required from the customer.
• Triage customer support tickets by monitoring them, escalating them if necessary, ensuring that the issue is resolved or documented and relayed to the customer in a timely manner. 
• Be able to communicate clearly, accurately, and empathically, both orally and in writing.

Teamwork and Organization

• Set up channels for open communication, clear expectations, and trust in your teammates via email/slack/meetings/documentations.
• Contribute to team’s success (not only individual success). Help your team members achieve their individual goals. Help your team members become subject experts.
• Develop a plan of action prior to Customer Meetings. This requires understanding the customer’s network infrastructure, the deployment of FireMon products in their environment, keeping notes on customer’s progress and updating customer regularly on their support issues.
• Manage your customers’ meeting schedule. This requires setting up clear expectations about the meeting and preparing the action items for the meeting to make the best use of meeting time.

Required Skills and Experience

• Fluent in conversational and technical English
• Bachelor’s Degree in Computer Science, Information Technology, or another related field
• Five or more years of experience in technical project management, technical account management, or a similar area. 
• Three or more years of experience managing or architecting complex network infrastructures. This includes the architecture, design, implementation, troubleshooting, and ongoing support of router/switch-based and software-defined virtual networks.
• Experience in client-server applications, Unix/Linux system administration, or software development. Experience includes debugging and troubleshooting, upgrading software, and applying security patches.
• Possess a working knowledge of network/security devices: Check Point, Cisco, Juniper, Palo Alto, Panorama, NSX.
• Must have experience in Linux/UNIX OS.
• Experience using case management systems such as JIRA and Zendesk.
• Experience with incident management, service request, problem management, change management, discovery, and configuration management databases (CMDB).
• Three or more years of Networking, API work, and/or consulting experience – to or within large corporations, relating to enterprise software implementation and change management.
• Three or more years of experience designing and implementing client-facing solutions.
• Must possess a thorough understanding of Network Infrastructure and topology, LAN/WAN, TCP/IP, DNS, DHCP, VPN, Syslog, Wireshark and Network Monitoring tools
• Understand security concepts: PKI, Certs.
• At least one active technical certification – CCNA level or similar – with the ability to obtain at least one new technical certification each year.
• Knowledge of modern software development methodologies, with emphasis on software and hardware architecture and infrastructure development.
• Demonstrated ability in customer-facing positions, preferably as a professional services consultant.
• Strong analytical skills regarding technical and project management issues.
• Strong organizational skills with an ability to manage competing client demands.
• The ability to engage and communicate effectively across multiple levels of a F500 size customers’ IT network and security teams is highly desirable, from analyst to mid-level management through C-level (CISO/CIO/CTO).

Preferred Skills and Experience

• Multiple technical certifications in the area of network security, IP networking, database management the ability to automate tasks using Python or Powershell or similar.
• Experience in REST APIs and data manipulation.
• Experience with incident management, service request, problem management, change management, discovery, and configuration management databases (CMDB).
• Ability and willingness to travel to customer site.

What it Takes to be Part of the FireMon Team

FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance, and automation. Since creating the first-ever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers.

Our customers have unique and complex security problems that are difficult to solve. This doesn’t intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success. If this sounds like a movement you'd be interested in joining, we invite you to apply today.

FireMon provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.