Technical Account Manager

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

📋 Description

• Act as the designated technical owner for a key customer account.

• Ensure that the customer derives continuous value from the Exterro platform.

• Provide guidance on enhancing the customer's forensic capabilities, including the design and construction of a forensics laboratory.

• Evaluate proposed expansions in light of existing and planned infrastructure, security protocols, and IT industry standards.

• Convert operational and procedural needs into an actionable technical roadmap.

• Onboard and train customer process-owning teams and designated multipliers on platform components, workflows, and release features.

• Conduct release management handovers and workshops that address software updates and impacts on system architecture.

• Develop and maintain operational documentation.

• Schedule and lead regular status meetings to discuss live queries and outstanding items.

• Engage in problem and incident management activities.

• Execute administrative tasks related to central system configuration following updates.

• Investigate infrastructure-related errors regarding permissions, shares, and access issues.

• Take part in lab management and provide Level 3 technical support.

• Serve as the singular technical point of contact for the account.

• Keep track of account health, potential risks, and commitments.

• Identify work that falls outside the agreed Statement of Work and channel it through commercial avenues.

• Maintain precise records of billable engagement time.

• Carry out other assigned responsibilities.

⛳️ Requirements

• Bachelor’s Degree.

• At least 5 years of experience in Technical Account Management, Senior Support, Forensic Consulting, or Solutions Engineering roles.

• Fluent in German (spoken, written, and reading comprehension) — mandatory.

• Proficient in professional English.

• Hands-on experience with Digital Forensics or E-Discovery platforms, encompassing collection, processing, review, and analysis workflows.

• Strong troubleshooting skills across applications, infrastructure, permissions, storage, and networking.

• Experience in managing escalated support and engaging in formal incident and problem management processes.

• Outstanding written and verbal communication skills, with a strong capability to deliver training and workshops.

• Ability to take ownership and resolve complex issues.

• Preferred: Familiarity with the Exterro platform (FTK, E-Discovery, Data Risk Management) or similar forensic tools.

• Preferred: Experience in public-sector or regulated environments, which includes security, procurement constraints, and GDPR data handling.

• Preferred: Background in supporting lab environments and build-out projects.

• Relevant industry certifications in forensics, ITIL, security, or vendor platforms are preferred.

• Must be able to pass a background check.

• Required to sign a non-competition agreement.

• Must adhere to organizational security and privacy policies, procedures, and standards.

• Required to engage in mandatory security and privacy training.

🏝️ Benefits

• Opportunities for growth through learning, development, and career advancement.

• An innovative, inclusive, and collaborative work environment.

• Support for professional development.

• Equal opportunity employer.

• Participation in E-Verify.

• A drug-free workplace.

• Employment offer is contingent upon a successful background check.

• Mandatory participation in security and privacy training.