Senior Technical Success Manager

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Oversee premium customer support interactions across various channels while ensuring high responsiveness and quality of service.

• Collaborate with Field Sales to enhance product usage and provide guidance on the implementation of web and email security projects.

• Act as a point of contact for Premium Support clients, handling escalations and supplying notifications about cloud updates.

• Conduct both on-site and virtual product training sessions.

• Observe customer environments and offer proactive recommendations.

• Convert insights from the field into product requirements for the Product Management team.

• Report directly to the Manager, Technical Success within the Customer Success department.

⛳️ Requirements

• Basic understanding of AI/ML technologies and experience in utilizing, securing, or promoting AI-driven solutions.

• Significant experience in technical account management or customer success, with a focus on web and email security solutions.

• Bachelor’s degree in computer science or engineering, or equivalent professional industry certifications.

• In-depth knowledge of enterprise networks, infrastructure, advanced protocol workflows, and troubleshooting tools such as Wireshark, WinMTR, or Fiddler.

• Capability to clearly communicate complex technical solutions and influence customer leadership and engineers.

• Proficiency in managing strategic projects from start to finish.

• Willingness to travel up to 25% of the time.

• Preferred: advanced understanding of network protocols, packet capture analysis, L2/L3 devices, IPS/IDS/DLP, SAML, and LDAP.

• Preferred: skills in shell scripting and SQL, along with knowledge of Cisco or Juniper routing and switching architectures.

🏝️ Benefits

• Various health plans.

• Time off plans for vacation and sick leave.

• Options for parental leave.

• Retirement plans available.

• Education reimbursement programs.

• In-office perks offered.

• Reasonable support and accommodations provided during the recruiting process.