Technical Account Manager, APAC

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

📋 Description

• Act as the Trusted Advisor - You will be the technical point of contact for a portfolio of Island customers, guiding them through every phase of their journey, from onboarding to achieving operational maturity.

• Support & Troubleshooting - Proactively oversee and assist with support cases, feature requests, and escalations. You will open, track, and drive resolutions, ensuring customers are informed throughout the process.

• Enablement & Training - Educate customer teams on deploying, managing, and operationalizing Island by applying best practices that promote long-term success.

• Configuration & Optimization - Assist customers in maximizing their use of Island by providing tailored configuration advice that aligns with their specific environment, security, performance, and usability objectives.

• Feature & Release Guidance - Keep your customers updated on upcoming releases and new functionalities, demonstrating how these new features can be advantageous for their teams.

• Collaborate Across Teams - Work alongside Product, Engineering, Support, and Customer Success to provide a cohesive customer experience and offer feedback that impacts the product roadmap.

⛳️ Requirements

• Over 5 years of experience in technical account management, solutions engineering, or post-sales technical roles within the software or cybersecurity sectors.

• A strong technical background and experience in supporting enterprise IT products, particularly SaaS or security platforms.

• Proven experience in managing customer escalations, support tickets, and overseeing technical project management.

• Exceptional communication skills — capable of clearly conveying complex concepts to both technical and non-technical audiences.

• Familiarity with tools such as Salesforce, Jira, Confluence, and remote collaboration platforms.

• A Bachelor’s degree in a technical field or equivalent experience is preferred.

🏝️ Benefits

• Flexible working arrangements