Technical Support TAM FireEye
THIS JOB HAS EXPIRED Join one of the hottest and fastest growing B2B start-ups in high technology. FireEye is backed by pre-eminent investors Sequoia Capital, Norwest Venture Partners and Juniper Networks and is experiencing explosive growth as it redefines the enormous $20 billion security landscape to combat the next generation of cyber-attacks.
FireEye has been profiled in BusinessWeek, the Silicon Valley Times and on Bloomberg TV and is well on its path to an IPO as it continues to transform the security industry with its unique technology to stop advanced cyber-attacks. FireEye?s customers are the best of the best in every industry around the world, including the top hi tech, financial services and manufacturing companies and the leading government agencies. Join the team that is protecting the world from the next generation of cyber-attacks!
Interfaces with up to five of FireEye?s Platinum Plus customer accounts in order to apply professional communication and project management standards and procedures to increase overall customer satisfaction, whilst meeting the obligations of the Platinum Plus support service, mainly in the area of reporting. This position acts as the technical and logistical liaison between a designated set of FireEye?s Platinum Plus accounts, and FireEye?s corporate resources (such as Technical Support, Sales, Marketing and Engineering). The Technical Account Manager is the point of contact at FireEye for all divisions within the assigned Platinum Plus accounts. S/he will be responsible for facilitating communication between these accounts and FireEye (both regional sales offices and HQ).
This person will have demonstrated the skills and ability to effectively manage projects and communicate with major accounts at all levels. The ideal candidate will be able to Multi-task, take initiative, and have a strong base of technical and communication skill sets.
Coordination and leadership of communications between the assigned accounts and FireEye.
Tracking and communicating all major account requirements, requests, priorities, complaints and status, both incoming and outgoing.
Manage the official database of information (open support issues, engineering updates, etc.) used by all parties:
Review the status and progress of each case for assigned accounts.
Work with support managers to monitor call flow of customer cases for assigned accounts.
Escalate high severity cases to the regional Technical Support Manager.
Track all related bug reports (product software anomalies and product enhancements) to ensure that work is progressing and closure is obtained. Work with engineering on status/progress/delivery of fixes to bugs and/or enhancements reported by assigned accounts.
Facilitate case summary reports on a monthly or more regular basis, for assigned accounts in order to fulfill Platinum Plus agreement obligations.
Schedule and conduct regular conference calls to assigned accounts.
Manage the logistical aspects of any events, on-sites, or remotely attended customer facing events in order to fulfill Platinum Plus agreement obligations:
Organize and facilitate Quarterly Business Reviews with assigned accounts in order to establish what works and what does not work. Propose process for better meeting assigned accounts? expectations, and document QBR summary of actions.
Organize annual onsite visits for assigned accounts and complete trip reports for each instance.
Travel to customer sites (if necessary) in order to facilitate communication and project management initiatives.
Work closely with the regional support managers in providing consistent levels of support to assigned accounts.
Assist in eliminating any bottlenecks in the resolution by arranging conference calls with the key players when necessary.
Work with the field to develop sales activities around Platinum Plus support offering.
Interface with FireEye?s Product Managers on behalf of assigned accounts.
Attend any relevant FireEye meetings where critical cases logged by assigned accounts are to be discussed.
Develop ongoing relationship with customer and become their advocate.
Required Qualifications and Skills
7+ years experience in a customer support and/or project management role.
Knowledge of security tools and technologies.
Firewall, VPN, TCP/IP networking protocols.
Knowledge of UNIX and Microsoft Windows.
Excellent communication skills (written and spoken).
Experience working with and supporting Fortune 500 companies.
Excellent analytical skills.
Excellent interpersonal skills.
Ability to prioritize tasks.
Ability to identify critical situations and to communicate them to others.
Strong presentation skills.
Excellent organization skills.
Ability to work effectively with minimum supervision.
Must be proactive.
Strong negotiation skills.
Must be success oriented.
Bachelor?s Degree in Computer Science.
Optional Qualifications and Skills
Certifications in security network and systems, or Project Management Professional, Microsoft Certified Professional, Microsoft Certified Solutions Expert, etc.
Experience with systems administration roles and procedures.
||Milpitas, CA |
THIS JOB HAS EXPIRED