Senior Technical Account Manager
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Job Description
Senior Technical Account Manager addressing complex technical issues and collaborating with development teams in a fast-paced SaaS environment. Driving customer satisfaction with Cyberhaven’s innovative security solutions.
Responsibilities:
- Analyze, troubleshoot and resolve complex technical issues reported by our customer base.
- Reproduce customer issues to verify problems and document steps to replicate for the Engineering and Development teams.
- Identify and escalate priority issues that need immediate attention, coordinating with our internal development teams and individual developers.
- Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
- Coordinate feedback to product management, development and operations teams.
- Ability to build and maintain relationships with project stakeholders, including customers, team members, and senior management. Manage expectations and ensure stakeholder satisfaction.
- Ensure alignment between customer objectives and project deliverables, managing cross-functional teams to achieve project goals.
- Conduct regular check-ins with customers to ensure they are satisfied and to address any emerging concerns.
- Monitor customer usage patterns and provide recommendations for optimizing their experience.
- Stay up-to-date with industry trends and best practices to continually improve the level of service provided.
- Develop and update knowledge base articles and support resources.
Requirements:
- 4+ years of EDR/DLP endpoint experience required.
- Expertise with DLP, Insider Threat and CASB solutions required.
- Deep technical background, with hands-on experience in supporting and troubleshooting SaaS-based security and/or endpoint agent technologies.
- 3+ years of experience in a Technical Account Management, L2/L3 Technical Support, or a similar customer-facing technical role.
- High level of organization and attention to detail, with the ability to manage multiple priorities and customer accounts simultaneously.
- Strong organizational and planning skills to coordinate resources, set timelines, and track project progress.
- Ability to create and maintain comprehensive project documentation, including project plans, timelines, and status reports.
- Proven experience solving escalated technical customer issues.
- Excellent verbal and written communication skills (English).
- Practical knowledge of networking and security products and enterprise network infrastructure.
- Deep knowledge of Windows, macOS, Linux (SCCM, GPO, Intune, registry configuration, understanding PowerShell scripts, MDM, app management, basic terminal skills etc.)
- Familiarity with technologies that are adjacent to Cyberhaven in which we integrate, (SIEM, SOAR, UEBA) are desired.
- Software debugging skills (reading logs, running diagnostic scripts, process management, reading and searching through Windows, macOS, Linux and Google Kubernetes Engine logs).
- Knowledge of system software design (services, drivers, agents).
Benefits:
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
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