Technical Account Manager

About the role

As a Technical Account Manager with a strong background in network security, you’ll play a critical role in ensuring our customers are successful in deploying, integrating, and maximizing the value of our security platform. You’ll act as a trusted advisor, technical resource, and problem solver throughout the customer lifecycle—from onboarding to expansion.

Key Responsibilities

• Customer Onboarding & Integration: Guide new customers through deployment, configuration, and best practices tailored to their network security environments.
• Technical Support & Troubleshooting: Serve as a technical point of contact for advanced support issues, helping customers resolve complex network or security-related challenges.
• Customer Advocacy: Build strong relationships and understand customer goals, proactively identifying opportunities to improve their experience and adoption.
• Training & Enablement: Deliver product training sessions and create technical resources (e.g., guides, runbooks, videos) to empower customer teams.
• Feedback Loop: Collaborate closely with product and engineering teams to relay customer feedback, feature requests, and bug reports.
• Security Expertise: Act as a subject matter expert in networking and AI security concepts—firewalls, proxies, jailbreaks, unethical usage and data leakage.
• Account Health Monitoring: Track usage metrics and signals to identify risks and opportunities across your customer portfolio.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Security, or a related field (or equivalent experience).
• 3+ years of experience in a customer-facing technical role (Customer Success, Support, Pre-Sales, or Solutions Engineering).
• Strong understanding of networking fundamentals: TCP/IP, DNS, VPN, firewalls, IDS/IPS, Zero Trust, etc.
• Strong understanding of common enterprise technologies and architectures
• Hands-on experience with firewalls and/or proxies (e.g., Palo Alto Networks, Cisco, Zscaler, Netskope, Fortinet).
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience working in fast-paced SaaS or cybersecurity environments.
• Familiarity with SSO, authentication protocols (SAML, OAuth), and cloud security practices is a plus.

Preferred Qualifications

• Relevant security certifications
• Prior experience supporting or working with cybersecurity teams
• Prior experience supporting enterprise or global customers
• Prior startup experience

Benefits

• Hybrid work environment
• Competitive salary
• Health, dental, and vision insurance
• 401(k) plan
• Opportunities for professional development and growth
• Generous vacation policy

Pay

The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.