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Support Account Manager

Primary Location Remote Colombia Date posted 12/16/2021
Apply Now Job ID: JR0026380

Role Overview:

Ensures quality service and operational performance within the parameters of program and delivery standards that drive constant improvement in customer satisfaction. Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Provides pro-active communication to help customers avoid product or security issues within their environment. Engages resources from across support and engineering as needed to resolve customer product or security issues. Works with Sales team to identify opportunities for growth in the client environment. Collaborates with sales and support groups to demonstrate value of Enterprise support offering to client and identify opportunities for expanded support business.

Job Title:

Support Account Manager

Work Location:

Remote, Colombia

Company Overview:

From device to cloud, McAfee provides market-leading cybersecurity solutions for consumers. McAfee secures your devices against viruses, malware, and other threats at home and away. With the mission of capturing the biggest market share in the area of cyber security, network security, endpoint security, threat research, malware research, cloud security, we work together for a common goal of shaping the company’s future by designing and building best in class cyber security solutions.

Role Overview:

The Support Account Manager ensures quality service and operational performance within the parameters of program and delivery standards that drive constant improvement in customer satisfaction.

About the Role:

  • Foster strong relationships between McAfee and its customers 

  • Provide advice and recommendations, based upon your own experience and expertise, for McAfee products across all levels of an organization 

  • Serve as a customer advocate to support the proper functioning of McAfee products deployed throughout the organization 

  • Coordinate the McAfee team and resources needed to resolve issues that prevent the proper operation of products in production 

  • Foster strong relationships with the Sales team 

  • Monitor and manage each of your customers' issues daily with emphasis on progressing cases towards resolution and having the appropriate resources involved 
    Collaborate, communicate and coordinate with customers, Support Delivery, Development and Management as required to ensure customers' satisfaction 

  • Provide weekly status update summary to the customer for all of their current open issues and copy the customer's sales representative on those updates 

  • Provide Business Reviews detailing the successes, challenges and product health of the customer environment along with identifying risks and making recommendations to mitigate those risks 

  • Represent customers' interest when they need a patch, hotfix or product enhancement at all levels within our organization 

  • Provide customer with proactive communication regarding program information, supportability issues and strategic product plans 

  • Help identify, recommend, and implement improvements in existing processes and procedures related to the proper functioning of McAfee products 

  • Ensure internal and customer service level goals are met for all issues 
    Assist in maintaining effective and efficient communication between customers, sales, McAfee management, and Support Delivery 

  • Provide customers with monthly and quarterly Executive Summary Reports and host conference calls as needed for the customer and McAfee virtual team to discuss past or current issues 

  • Work with the customer during these sessions to establish customer agreement with severity and impact assigned to issues 

  • Communicate customer's case escalations after these sessions to management so they can be presented to Tier III for inclusion on escalations to development 

  • Maintain personal technical competency level of McAfee products deployed suitable to clearly understand customer issues and to facilitate effective resolution 

  • Work with the customer and provide product reports as required 

  • Review product configuration and advise on best practices when required 

About You:

  • Fluent in Spanish and English required. Portuguese is desired.

  • Bachelor’s Degree from an accredited institution, especially in information technology, computer science, mathematics, or a related field, is required but may be substituted for relevant job experience 

  • Five years or more of applicable experience, of those three years must be experience in relationship or customer management in a technical environment with named or dedicated accounts required

  • Hands-on experience supporting the McAfee Product Line, especially core products such as: ePolicy Orchestrater, endpoint security products (ENS, VSE, HIPS, DLP, MDE, etc.), Network and McAfee’s cloud solutions

  • Experience in management of technical projects requiring coordination of various resources for successful outcome 

  • Strong working knowledge of the McAfee Security product line 

  • CompTIA Security+, CISSP, PMP, and/or CISM Certification heavily desired and possibly required for continued employment 

  • Strong knowledge of data security hardware, software, networking, and management platforms with an understanding and emphasis on installation, troubleshooting, upgrading, integration, and maintenance of client/server operations is desired 

  • Excellent written and verbal communication skills

  • Strong personal interaction, presentation and telephone interaction skills at the business professional services level required

  • Strong personal computing skills in Windows Operating systems and Microsoft Office suite products 

  • Ability to multitask and prioritize job requirements in a dynamic environment 

  • Ability to obtain and maintain a government security clearance may be required

Company Benefits:

Our corporate culture and values are central to McAfee’s philosophy. Every day we embrace a more diverse workforce and inclusive environment. We are encouraged to bring your true selves to work. Our wide range of social communities & programs, flexible work hours and family-friendly benefits, all allow our employees to feel valued as people, while enjoying positive and challenging work. Check out more:

Unleash your PowerJoin our Talent Network:

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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