Technical Account Manager

Makati City, National Capital Region (NCR), PH, 1225

Technical Support

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Job Purpose

As the Technical Account Manager, you will plan and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.
Main Duties

•    Acts as a 'trusted advisor' for the customer. Provides recommendations and solutions tailored for to customer’s environment
•    Build a profile on customer and technical environment to facilitate efficient problem identification and resolution
•    Adopts a holistic view of support; correlates issues between issues at assigned customers and the wider Sophos customer base.  Communicates these issues internally.
•    Adapts to changing product environment; takes initiative to learn new products and versions to best support customers and internal teams.
•    Own all cases raised by customers within their portfolio* (high and critical cases worked by the TAM)
•    Provide ongoing communication with customer to identify potential challenges, areas where further assistance may be needed
•    Coordinate upgrade projects and planning for future projects
•    Drive proactive support for customer environment (i.e. health checks and hotfixes and advocating for hotfixes)
•    Provide regular follow up regarding Support issues. Conduct regularly scheduled meetings with agenda and issues list
•    Provide regular contact with Sales team so that all internal Sophos contacts for the customer are up to date with the current status 
•    Liaise with Product Management for roadmap updates, webinars on product features/new products, facilitation of personal meetings should the opportunity arise
•    Occasional travel to customer sites for face to face meetings
•    Takes initiative in identifying training and mentoring opportunities 
•    Creates content for customer facing or internal training
•    Liaise with Training team to ensure gaps are identified and rectified

Skills & Experience

•    A Bachelor’s Degree in Computer Science and a minimum of 5 years related experience
•    Works on ongoing projects and assignments of diverse scope
•    Contributes to the development of concepts, methods and techniques
•    Solid knowledge of principles, concepts, and theories within technical support and other related areas
•    Applies broader knowledge of industry standards/practices to assignments
•    May apply project management skills/techniques
•    Trains others on technical skills; ability to break down information in a systematic and communicable manner
•    Networks with senior internal and external colleagues in own area of expertise
•    Communicates to transfer knowledge and to guide the understanding of objectives
•    Shares skills and knowledge with others while building productive internal/external working relationships
•    Presents facts, data, information and the weight of evidence to influence others
•    Experience of with supporting customers over the phone or in a customer facing role within an IT environment
•    Proven technical troubleshooting and problem-solving skills and the ability to learn Sophos software products
•    Must have at least one of the following:
•    System administration/support experience in Windows and/or Linux.  
•    Experience with Windows 2008/2012 Server and/or Macintosh environments
•    Comprehensive experience with enterprise networked environments and enterprise networking technologies (LAN/WAN, routers, gateways, firewalls, DNS, LDAP, SQL, Apache). Cisco certifications – CCNA – routing and switching preferred
•    Presentation skills



Equal Opportunities

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.
If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.




At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.

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