【イギリス本社】 テクニカル・アカウントマネージャー / Technical Account Manager

Duties and Responsibilities:

• Acting as a Sophos "ambassador" to a defined list of Technical Account management
• Addressing customer questions in a comprehensive manner to ensure customer satisfaction
• Providing production support for a range of issues by severity
• Sophos products setup and configuration
• Sophos products installation/configuration
• Tuning of site-specific Sophos products configuration
• Conduct in-depth needs analysis (via phone, email or in person) with customer technical administration and technical management to determine requirements and specifications of solution in line with Sophos best practices
• Design custom tools/products in accordance with PM/GES (Global Escalation Support) requirements and approval process
• Writing custom scripts when required
• Assist customer technical staff in design and architecture of high-complexity prospect solutions based on appropriate sizing and resiliency guidelines and engineering best practices
• Address high volume of customer questions and requirements in a quality driven, time sensitive, comprehensive manner to ensure prospect satisfaction - solutions will come from personal knowledge/experience, co-workers, and knowledge base systems. Work to understand the underlying business drivers/pains behind questions, and address them as appropriate.
• Assist and manage frequent technical evaluations by working with customers through proof of concept testing and implementation with the goal of a strong recommendation
• Supporting the sales process, where appropriate, by offering technical knowledge
• Compiling report for customer to explain the root case, how to resolve and prevention from re-occurring
• Designing and delivering customer training classes for Sophos products solutions
• Occastional internal product training for sales staff, SE team, other organizational teams. Write training materials and/or whitepapers for both internal and external consumption.
• Eliciting customer requirements and specific needs
• Providing feedback to Product Development to enhance Sophos products
• Providing guidance and leadership to other members of the team
• Coordinate/attend meetings with the client and provide feedback to GES/PM when necessary

Special Conditions:

• This position will require frequent travel
• Providing emergency point of escalation via mobile phone

Organizational Responsibility:

• Reports to Manager, Global Support Services Japan
• Interacts with Technical Support, Global Escalation Support, Sales, Sales Engineering

Skills and Experience​:

• Technical consulting experience 
• Working to project/deliverable deadlines
• Providing technical support to customers on an enterprise level
• System support and/or administration experience
• Comprehensive experience with enterprise networked environments and  enterprise networking technologies (LAN/WAN, routers, gateways, firewalls, DNS, LDAP, SQL, Apache)
• System administration/support experience in Unix, Windows and Linux
• Windows 2003/2008 Server and/or Macintosh environments
• Scripting for Unix and Windows
• Software test experience on VMWare or other virtual environment
• Exceptional troubleshooting skills – qualification and priority assessment
• Understanding of software development, release process and lifecycle
• Understanding network protocols TCP/IP, SMB, HTTP, FTP, SMTP, DHCP
• Excellent communication skills (verbal  and written)
• English skill: intermediate (TOEIC 750 or higher)
• Strong presentation/demonstration/teaching skills

Desirable Skills:

• Dealing with enterprise sales processess
• Experience in security (any level/type of security is acceptable.)
• Strong understanding of how organizations use security solutions
• Ability to perform needs assessment, elicit customer requirements, and define project deliverables
• Basic understandings of End Point, Firewall, IDS/IPS, VPN, and WAF
• Project management skill.

Education and Certification:

• Bachelor’s degree in CS or equivalent work experience
• Preferred: CompTIA Security+, Network+, MCP or MCSE certification