Role Overview
As a Technical Account Manager in a tech-touch environment, you’ll act as a trusted technical advisor to customers using a cloud-native security platform. Your primary responsibility is to ensure customers achieve maximum value from their deployment by guiding onboarding, monitoring system health, and supporting renewal strategies. You’ll work closely with support and sales teams to resolve technical concerns and proactively identify opportunities for continued success.
Key Responsibilities
- Act as the primary technical point of contact for assigned customers, providing guidance and troubleshooting support
- Collaborate during onboarding to ensure smooth implementation and configuration
- Conduct regular health assessments and business reviews to evaluate performance and usage
- Participate in a rotating on-call schedule during business hours to respond to technical inquiries and case escalations
- Identify potential renewal risks and partner with internal teams to implement corrective actions
- Escalate complex technical issues to engineering or specialized teams when necessary
- Utilize internal knowledge resources and work with development teams to deliver accurate solutions
- Stay current on platform updates, security trends, and complementary technologies through team collaboration
- Advocate for customer needs and ensure support cases are resolved efficiently
Qualifications
Candidates should hold a bachelor’s degree or equivalent practical experience. Experience with Windows operating systems and enterprise-level web infrastructure is essential. A solid understanding of cybersecurity principles and cloud-based applications is required.
Strong written and verbal communication skills, technical problem-solving ability, and a customer-first mindset are critical. Fluency in English is mandatory. A collaborative approach and dedication to customer outcomes are expected.
Preference will be given to those with a degree in a technical or related field and at least three years of experience in customer success, technical support, or account management within a SaaS environment.
Technology Environment
The role operates within a modern AI-driven security ecosystem, working across Windows environments, enterprise web technologies, endpoint protection tools, and an integrated knowledge platform.
Work Model
This is a fully remote position with a global team structure, offering flexibility while maintaining alignment with business hours for customer support rotations.
