Technical Account Manager (AI Security)

Location: Hanoi, Vietnam; hybrid work format; 24x7 crisis support availability required.

Company

TrendAI™, hirify.global’s enterprise AI security business unit, provides AI visibility and consolidated security solutions for organizations.

What you will do

• Provide direct technical support and problem resolution for premium and key customers, channel partners, and implementation projects.
• Manage nominated customer accounts through technical updates, case reviews, threat assessments, product training, advisories, and notifications about enhancements and bug fixes.
• Maintain technical relationships, act as a trusted threat advisor and customer champion, and support account retention.
• Manage and progress technical support cases, provide backup customer support, and deliver 24x7 crisis support when required.
• Meet clients, participate in strategic account planning, identify sales opportunities, and present the Premium Support Program to potential customers.
• Collaborate with account managers and internal teams to improve customer and partner experience, including back pre-sales support.

Requirements

• Engineering degree or equivalent.
• 4–6 years of experience in post-sales technical support, system administration, or a related field.
• Strong knowledge and understanding of the security industry.
• In-depth knowledge of multiple operating systems, including Windows, Windows Server, Linux, and Solaris.
• In-depth knowledge of networking environments.
• Good interpersonal and communication skills with a service-oriented approach.
• Strong problem-solving skills and the ability to cope positively with customer demands and challenges.
• Resourcefulness, self-management, energy, friendliness, strong documentation skills, and process methodology experience.

Nice to have

• Technical certification such as TCAP, TSCE, VCP, CCNA, CCNP, CISSP, MCSE, SUN Professional, or equivalent.

Culture & Benefits

• Work in an environment focused on equity and inclusion.
• Collaborate with diverse colleagues and customers while supporting innovation and safer AI-powered technology.
• Hybrid work arrangement in Hanoi.