Job ref no.: CT3119652-01#0452

Technical Service Manager


One of the global leader in fighting malicious internet attacks that headquartered in United States, is now seeking a Technical Service Manager to join their post-sales team in Hong Kong.


  • Responsible for the customer’s perception of their relationship with company
  • Develop and maintain strategic customer relationship
  • Regularly communicate with assigned accounts, set expectations and negotiate priorities appropriately
  • Regularly meet with the Account Executive, Professional Service Executive and other key client relationship stakeholder to triangulate on immediate and long-term customer needs
  • Provide single point of contact for customer support issues
  • Proactively manage, measure and track customer support cases to insure their timely resolution
  • Rally internal resources as needed to resolve client issues; escalate issues to Product when appropriate
  • Establish and document each customer’s process, procedures, customizations and configuration
  • Document, track and support compliance with Service Level Agreements
  • Identify sales leads where appropriate
  • Deliver an exceptional customer experience, resulting in reference-able accounts


  • Degree holder in related discipline
  • Minimum 3-5 years’ experience in providing strategic advisory and account management services
  • Min. 2 years hand-on experience in Network / Security
  • Network and Security professional certificates like CCNA, CCNP, ITIL Manager, SANS GIAC, CCSP… etc would be an advantage
  • Ability to lead cross functional business and technical teams to provide timely issue resolution
  • Proven track record of successfully managing client relationships, solution deployments and results delivery
  • Experience creating and delivering customer presentations, training and webinars
  • Possess a strong foundation in networking fundamentals with deeper knowledge of TCP/IP and other core protocols
  • Knowledge of common attack methodologies, tactics and protocols
  • Knowledge of vulnerability assessments, penetration testing, physical and social engineering requirements and threat mitigation
  • Excellent analytical and problem solving skills with a strong sense of customer commitment
  • Excellent communication (Written and verbal) and interpersonal skills
  • Fluency in English is required
  • Fluency in Mandarin is preferred
  • Must be available for afterhours escalation and travel to customer sites

How to Apply

Interested parties please send your full resume in WORD format with your current and expected salary including HKN1609261430 in the subject

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