Senior Technical Account Manager

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

📋 Description

• The Technical Account Manager (TAM) serves as the primary technical consultant for a designated portfolio of Sophos customers and partners.

• This position merges extensive technical knowledge with robust customer engagement, ensuring proactive assistance, quicker problem resolution, and sustained customer success.

• You will develop a comprehensive understanding of customer environments, advocate for their requirements internally, and collaborate with various teams to provide exceptional support and strategic direction.

⛳️ Requirements

• Bachelor’s degree in computer science or a related discipline.

• 5 to 8 years of experience in technical support, customer-facing, or IT services roles.

• At least 2+ years of experience in a Technical Account Manager (TAM) or a comparable position.

• Proficiency in operating systems: Windows, Linux, macOS.

• Knowledge of core IT infrastructure: Active Directory, DNS, DHCP, GPO, virtualization.

• Understanding of networking fundamentals: protocols, packet flow, VPN technologies.

• Familiarity with cybersecurity fundamentals: endpoint and network security.

• Experience with cloud technologies and web/email systems.

• Strong troubleshooting and analytical capabilities.

• A strong customer-centric approach with experience in enterprise-level support.

• Excellent communication and presentation abilities.

• Competence in managing escalations and addressing complex customer scenarios.

• Strong stakeholder management and ability to collaborate across functions.

• Capacity to prioritize effectively in a high-volume environment.

• Experience in coaching and mentoring.

• A proactive, detail-oriented, and solution-focused mindset.

• Preferred experience in enterprise sales environments.

🏝️ Benefits

• Sophos implements a remote-first working model, with remote work being the primary option for most employees. However, some roles may require a hybrid approach.

• Our team thrives on innovation and creativity, which is complemented by a strong sense of enjoyment and camaraderie.

• We have employee-led diversity and inclusion networks that foster community and provide education and advocacy.

• Annual charity and fundraising initiatives, along with volunteer days, allow employees to support local communities.

• Global employee sustainability efforts aim to minimize our environmental impact.

• Participation in global fitness and trivia competitions helps keep our minds and bodies active.

• Global wellbeing days are designated for employees to unwind and recharge.

• Monthly wellbeing webinars and training sessions are available to support employee health and wellness.