Technical Account Manager

📋 Description

• Manage the post-sales technical relationship for a selection of strategic accounts, overseeing everything from onboarding to renewal and expansion.

• Lead the deployment, integration, and optimization of OPSWAT products (MetaDefender Core, MetaDefender Kiosk, MetaAccess, OT Security, Sandbox) within hybrid IT/OT environments.

• Conduct Quarterly Business Reviews (QBRs), perform service health checks, and provide telemetry-driven insights to ensure product usage aligns with customer security goals.

• Resolve complex, multi-component issues by conducting log analysis, root cause investigations, API integrations, and performance tuning, while coordinating with Support and Engineering for solutions.

• Provide guidance to customers on architectural matters including secure file transfer, cross-domain solutions, OT/ICS network segmentation, supply chain security, and threat intelligence integration.

• Represent the customer's perspective internally; escalate, advocate for, and influence the Product and Engineering roadmaps based on feedback from real-world deployments.

• Collaborate with Sales and Customer Success teams to identify opportunities for expansion and reduce churn risk through proactive engagement.

⛳️ Requirements

• A minimum of 6 years in a technical post-sales role (TAM, Solutions Engineer, Pre-sales SE, Senior Support Engineer Tier 3+) within a cybersecurity or enterprise software environment.

• Practical experience with technologies such as endpoint security (EDR/XDR), network security (NGFW, NAC, IDS/IPS), SIEM (Splunk, QRadar, Sentinel), email/file security, or DLP.

• Strong understanding of networking fundamentals (TCP/IP, DNS, proxies, firewalls) and operating systems (Windows, Linux), along with the capability to analyze logs and replicate customer issues.

• Experience in integrating security platforms through REST APIs and basic scripting (Python, PowerShell, or Bash) for automation and troubleshooting purposes.

• Proficiency in both English and Bahasa.

• Ability to work effectively across time zones with global teams (US HQ, EMEA, APAC customers).

• A proactive ownership mindset, demonstrating structure and accountability for customer outcomes.

🏝️ Benefits

• Equal opportunity employer

• Celebration of diversity

• Environment free from discrimination and harassment

• Recruiting contract required for third-party agencies