Senior Technical Account Manager

Vancouver, CA, V6C 1W6

Technology Office

Sr Technical Account Manager

Sophos Overview – Cybersecurity Evolved
Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions are able to adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.
Job Purpose
The Technical Account Manager (TAM) will be the primary contact point for all technical matters raised by Sophos customers or Partners within the set portfolio.  The TAM will become a trusted advisor and customer advocate to those within this portfolio: learn their environments; deliver expert technical support; understanding and champion their needs within Sophos and provide guidance to them on their Sophos solutions.
Reporting directly into the service delivery organization, the TAM will provide technical support of the highest quality and will be expected to maintain a high availability and responsiveness to the TAM portfolio of customers.  The TAM will also be expected to act as a secondary contact point for customers from other TAM portfolios. The TAM will be expected to have in-depth knowledge of the customer’s environment allowing them to identify and resolve issues with Sophos products more quickly – keeping impact to the customer’s business and resource to a minimum.
Main Duties
-Build a customer profile on customer and technical environment assist with quick identification of the problem and fast turnaround to a resolution
-Ongoing communication with the customer to identify potential challenges, areas where further assistance may be needed
-The 'trusted advisor' with the customer, so that recommendations are heard by the appropriate customer contacts and taken seriously - this is where taking the time to build the right relationship is very important
-Own all cases raised by customers within their portfolio* (high and critical priority cases – technical investigation performed by the TAM directly).  Supervise the progress of low and medium priority cases.
-Upgrade projects, planning for future projects
-Drive proactive support and contact to and for their customers (*conduct periodic health checks and installation of hotfixes and advocating for hotfixes on customer’s behalf)
-Regular follow up regarding Support issues – hold 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
Mentoring and training junior engineers
Skills & Experience
Experience of with supporting customers over the phone or in a customer-facing role within an IT environment
System administration/support experience in Windows and/or Linux
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
Experience with Windows 2008/2012 Server and/or Macintosh environments
Presenting to both large and small audiences is an asset
Technical troubleshooting and problem-solving skills and the ability to learn Sophos software products
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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