Senior Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assisting customers in maximizing the benefits of our solution, responding to their inquiries with accuracy and clarity, and addressing any issues that may affect the product's reliability and performance.

• Facilitating customer discussions as a technical authority, utilizing your expertise and knowledge of our solution to guide them through the onboarding and implementation processes, while proactively educating them on daily usage.

• Overseeing customer projects to guarantee the successful execution of integrations, optimizations, and technical initiatives.

• Conducting regular technical meetings with clients to monitor progress on action items, identify potential risks, and ensure continuous alignment with both internal (AM/Engineering Dept) and external stakeholders.

• Addressing technical inquiries and resolving issues, while keeping both the customer and internal teams updated on investigations, findings, and resolutions.

• Effectively prioritizing, structuring, and communicating to advance multiple projects simultaneously, all while maintaining high levels of customer satisfaction.

• Actively monitoring customer health from a technical standpoint.

• Participating in a scheduled on-call rotation during occasional weekends to support customer escalations, critical incidents, and business continuity requirements.

⛳️ Requirements

• Minimum of 5 years of experience in B2B/SaaS solutions or CyberSecurity products.

• Ability to prioritize, structure, and communicate effectively to manage multiple projects simultaneously while ensuring high customer satisfaction.

• Demonstrated experience with Apache, AWS, CDNs (such as Akamai, CloudFlare, Fastly), lambda@edge, Nginx, and WAFs.

• Strong understanding of HTTP protocol.

• Bonus: Experience working with the Threat Research team, with the ability to analyze data, and familiarity with Kibana/Elasticsearch.

• Comprehensive technical and functional knowledge of website hosting and architecture, mobile applications, and a solid grasp of how the internet operates (architecture, components, flows, OSI Layers).

• Quick learner, inquisitive, and self-sufficient.

• Team-oriented and enjoys collaborating with other departments within the company.

• Customer-focused individual eager to tackle technical challenges in a dynamic environment.

• Familiarity with agentic or AI-assisted configuration tools and workflows.

🏝️ Benefits

• Fully remote position (US-based) offering the flexibility to work from anywhere, along with a $500 stipend to help you establish your ideal home office setup.

• Health Benefits: We provide medical, dental, and vision insurance options to ensure you feel your best.

• A $100 annual allowance for a leisure activity of your choice in sports.

• Professional Development: #Weaimhigh is part of our culture; hence, we have invested in an internal Learning and Development platform and offer opportunities to request additional training and support through your manager.

• Events & Team Building: #We care and believe in having fun! We organize our Annual Company Offsite, Events, Drinks, Winter Party, Lunch & Learns, and much more as part of our culture.

• Parent Care: Gifts and care packages to celebrate growing families.

• PTO: 20 paid time off days, 5 sick days, and 2 floating holidays, plus 12 national holidays.

• 401(k) eligibility with matching contributions.