Technical Account Manager - West Coast

About the role

The Technical Account Manager (TAM) is responsible for actively driving customer value within the Obsidian platform. The role involves providing technical advice on the use of Obsidian solutions and serving as a subject-matter expert on SaaS security challenges and best practices. The TAM partners with customers in a technical and educational capacity throughout the life of the customer partnership. They are also the voice of the customer within Obsidian, providing important feedback to product management and engineering.

Responsibilities

• Deliver the highest level of customer experience and technical assistance to customers and partners.
• Manage simultaneous customer requests, inquiries and issues of varying complexity and priority.
• Take ownership of driving complex scenarios and issues, working with appropriate stakeholders in engineering, product management and sales to deliver successful outcomes.
• Work closely with our customers to make sure they are enabled/on-boarded successfully, fully understand how to use the platform, and can successfully integrate it into their day-to-day workflows.
• Drive towards improving customer understanding and usage of the Obsidian platform. This includes understanding common issues to build and improve in-product documentation and guides, as well as deliver live or recorded product training for new customers or partners.
• Create and deliver Account Health checks and Quarterly Business Reviews.

Requirements

The ideal candidate is driven, collaborative, and knowledgeable, has worked in a cybersecurity role, and is excited about the opportunity to work in a SaaS security start-up. This is a 100% remote role with a preference for candidates located on the West Coast, US.

Qualifications

• A strong blend of communication abilities and technical skills to be the field-facing technical ambassador for Obsidian.
• Experience in building and managing strong customer relationships.
• Experience with cybersecurity, especially Cloud and SaaS security concerns.
• Experience with SaaS applications (such as Google Workplace / GSuite, O365, Okta, Duo, etc).
• Experience interacting with APIs, integrations, and middleware.
• An understanding of common web authentication methods (such as tokens, OAuth, SAML, etc.).
• Versed in software engineering (Python) is a definite plus.
• Experience with cybersecurity solution stacks.
• Experience in incident response, threat triage, log analysis, and data correlation is a strong plus.
• Willingness to travel occasionally to meet with customers, not expected to exceed 5%.

Skills

• Strong communication and technical skills.
• Experience in cybersecurity and SaaS security.
• Experience with SaaS applications and APIs.
• Understanding of web authentication methods.
• Software engineering background (Python).
• Experience with cybersecurity solution stacks.
• Experience in incident response, threat triage, log analysis, and data correlation.

Benefits

Our competitive benefits packages are designed to support our employees' well-being, both at work and at home. Our US based employees enjoy:

• Competitive compensation with equity and 401k
• Comprehensive healthcare with dental and vision coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources

Pay

Pay Transparency: Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location, as well as the knowledge, skills and experience of the candidate. In addition to a competitive base salary, this position is eligible for equity awards and may be eligible for sales commission or incentive compensation based on the role or function within the company.

Equal Opportunity Employer

We are proud to be an equal-opportunity employer. We value diversity and hire for talent, passion, and compassion. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.