Technical Account Manager

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

📋 Description

• Manage the technical relationship for designated customer accounts.

• Maintain comprehensive knowledge of customer architecture, deployment, configuration, policies, and integrations.

• Collaborate with customers and Customer Experience teams on onboarding, implementation, agent deployment, policy design, and phased adoption.

• Cultivate stakeholder relationships, manage expectations, and ensure overall satisfaction.

• Conduct regular check-ins and business reviews focusing on technical health, adoption, risks, and objectives.

• Monitor account health, agent coverage, and usage patterns; identify gaps and recommend improvements.

• Develop and implement technical success plans that align with customer goals and Cyberhaven's capabilities.

• Assist customers during upgrades, feature rollouts, OS releases, MDM/GPO changes, and infrastructure modifications.

• Provide advice on SIEM, SOAR, and UEBA integrations.

• Analyze, troubleshoot, escalate, and resolve intricate issues across endpoint agents, cloud/SaaS integrations, and platform configurations.

• Replicate customer issues and document the steps for Engineering and Development teams.

• Manage critical escalations, prioritize effectively, and keep customers informed until resolution.

• Conduct root cause analysis and facilitate preventive follow-ups.

• Coordinate customer feedback and feature requests with Product, Development, and Operations teams.

• Collaborate cross-functionally as the customer expert.

• Assist Customer Success and Sales with renewals, expansions, and risk mitigation strategies.

• Create and maintain knowledge base articles, playbooks, and best-practice resources.

• Report directly to the Manager of Technical Account Managers.

⛳️ Requirements

• 3+ years of practical EDR/DLP endpoint experience.

• Proficiency in DLP, Insider Threat, and CASB solutions.

• 3+ years in Technical Account Management, Solutions/Sales Engineering, Professional Services, Technical Support, or a similar customer-facing technical position.

• Proven ability to manage customer technical outcomes from implementation through to steady-state operation.

• Hands-on experience with deploying, supporting, and troubleshooting SaaS-based security and/or endpoint agent technologies.

• Demonstrated experience in resolving escalated technical customer issues while collaborating directly with engineering teams.

• Strong organizational and planning abilities, including the management of multiple accounts and priorities, timeline setting, progress tracking, and documentation maintenance.

• Excellent verbal and written communication skills in English.

• Practical understanding of networking, security products, and enterprise network infrastructure.

• Extensive knowledge of Windows, macOS, and Linux, including SCCM, GPO, Intune, registry configuration, PowerShell scripting, MDM, application management, and basic terminal skills.

• Software debugging capabilities, including log analysis, running diagnostic scripts, and process management.

• Familiarity with system software design, including services, drivers, and agents.

• Must be based in the EST timezone to effectively support customers.

• Knowledge of SIEM, SOAR, and UEBA is preferred.

• Previous experience as a TAM or in a similar proactive account management role at a security or SaaS company is preferred.

• L2/L3 or Escalation Engineering background with EDR or DLP tools is an advantage.

🏝️ Benefits

• Competitive base salary in line with market standards.

• Bonus plan or commission structure based on the specific role.

• Inclusive and diverse work environment.

• Option to decline AI-assisted interview note-taking.