The successful Technical Account Manager must be a team player as well as an individual contributor. Whether working independently or as part of a team, individuals in this role must be able to successfully complete deliverables and meet or beat expectations within designated timeframes, as defined by a project plan. Successful candidates will have a strong technical foundation enhanced by a clear devotion to serving and satisfying customers. Security domain knowledge is essential.
Principal Job Responsibilities:
Work effectively with customers' security and operations teams to understand their security infrastructure and issues.
Manage projects to deploy Dtex software solution into both POC and Production customer environments.
Provide Tier 1 and Tier 2 support to customers for both troubleshooting and usage of the Dtex software platform as needed. This includes solving technical problems that may arise during both post-deployment issues and initial integration with existing systems in the customer infrastructure.
Additional responsibilities may include:
Establishing trust with clients by maintaining privacy, confidentiality, and objectivity for all interactions with the customer and their data.
Coordinating with engineering resources for Tier 3 support of the Dtex solutions for existing customer deployments as needed.
Providing feedback based on personal and customer impressions of Dtex services, reporting bugs and problems encountered in the field, and making recommendations for improvement and new service features.
Skills & Knowledge:
7+ years of experience in security, operations, project or account management, system administration.
Strong problem solving skills using a systematic approach to gain quick resolution.
Experience with administration, troubleshooting and scripting in Linux and Windows environments (PowerShell or Python experience preferred)
Ability to access data using industry standard tools (e.g. MS SQL, PostgreSQL, ElasticSearch, Lucene, Kibana, Excel).
Experience with SIEM systems (e.g. HP ArcSight, IBM QRadar)
Excellent communication (written and verbal) skills, both internally and externally.