Senior Technical Account Manager

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

📋 Description

• Act as a trusted technical consultant for clients utilizing Dropzone, particularly security analysts and SOC teams.

• Guide customers through integrations, ensuring effective deployment by leveraging our documentation and best practices.

• Examine and clarify alerts produced by Dropzone, assisting clients in comprehending and optimizing the system efficiently.

• Utilize SQL to retrieve and analyze customer data for troubleshooting or gaining insights on usage.

• Collaborate with engineering to escalate and address technical challenges as necessary.

• Oversee a portfolio of customer accounts, serving as their primary technical liaison.

• Schedule and lead regular check-ins, including formulating agendas and documenting action items.

• Address customer support inquiries with urgency and empathy, ensuring prompt follow-up and resolution.

• Compose clear and professional communications, including status updates, technical explanations, and customer review emails.

• Keep detailed records in internal systems to monitor issues, feature requests, and customer feedback.

• Work alongside the Head of Customer Success to provide technical insights that inform renewal discussions or business reviews.

• Contribute to enhancing documentation and knowledge bases to assist customers in self-service.

• Advocate for customer needs internally, identifying patterns and opportunities for product enhancement.

• Support customer enablement efforts by creating technical guides, FAQs, or training materials.

⛳️ Requirements

• 2-5 years of experience in a customer-facing technical position (e.g., Technical Account Manager, Security Analyst, Solutions Engineer, Customer Success Engineer) preferably within the cybersecurity or enterprise software sectors.

• Strong familiarity with the Security Operations Center (SOC) environment, tools, and workflows.

• Proficient in explaining and troubleshooting:

• SIEM and SOAR integrations

• Security alert workflows and incident investigation processes

• Technical expertise in:

• Writing SQL queries to extract and analyze data

• Experience with APIs or integration tools

• Excellent organizational abilities, capable of managing multiple accounts and tasks without overlooking details.

• Exceptional communication skills:

• Capable of translating technical concepts for diverse audiences

• Professional and clear writing for customer emails, documentation, and internal notes

• Comfortable working in a startup atmosphere: adaptable, proactive, and enthusiastic about establishing new processes.

🏝️ Benefits

• Company-paid health insurance

• 401K Plan with employer match

• Self-Managed PTO

• Parental leave

• Significant above-market new hire equity grants