Senior Technical Account Manager

1 month, 1 week ago
Full-time
Mid Level
Customer and Technical Support
Dropzone AI

Dropzone AI

Dropzone AI is a Seattle-based cybersecurity startup founded in February 2023 by CEO Edward Wu. The company focuses on Security Operations Center (SOC) automation and develops autonomous AI agents. Its flagship product, the Dropzone AI SOC Analyst, is recognized as the world's first AI SOC analyst, designed to independently manage Tier 1 security alert investigations without human intervention. The platform automates the investigation of security alerts, actively hunts for threats, responds to attacks, and generates detailed reports. It operates continuously, integrating seamlessly with existing security tools to enhance team efficiency and reduce analyst burnout. Dropzone AI serves over 100 enterprise customers, including notable organizations like UiPath and Zapier, and has raised approximately $57.35 million in funding to support its innovative solutions in the cybersecurity sector.

computer & network security
51-200
Founded 2023
$57M raised

Description

  • Serve as a trusted technical advisor for security analysts and SOC teams using Dropzone.
  • Guide customers through integrations and help ensure successful deployments using documentation and best practices.
  • Analyze, explain, and help tune Dropzone-generated alerts and investigation workflows.
  • Use SQL to extract and analyze customer data for troubleshooting and usage insights.
  • Partner with engineering to escalate and resolve technical issues.
  • Manage a book of customer accounts as the primary technical point of contact.
  • Run regular customer check-ins, including agendas, action items, and follow-up documentation.
  • Handle customer support requests with urgency and empathy.
  • Maintain detailed records of issues, feature requests, and customer feedback in internal systems.
  • Improve documentation, knowledge bases, and customer enablement materials.

Requirements

  • 2-5 years of experience in a customer-facing technical role such as Technical Account Manager, Security Analyst, Solutions Engineer, or Customer Success Engineer.
  • Experience in cybersecurity or enterprise software is preferred.
  • Strong understanding of SOC environments, tools, and workflows.
  • Ability to troubleshoot SIEM and SOAR integrations, security alert workflows, and incident investigation processes.
  • Technical proficiency with SQL for querying and analyzing data.
  • Experience working with APIs or integration tools.
  • Excellent organizational skills and the ability to manage multiple accounts and tasks.
  • Strong communication skills, including the ability to translate technical concepts for varied audiences and write professional customer-facing materials.
  • Comfort working in a startup environment with an adaptable, proactive mindset.
  • Experience using or administering security tools such as Splunk, QRadar, Chronicle, Sentinel, or other SOAR platforms (nice to have).
  • Ability to read and edit Python code (nice to have).
  • Previous customer success or account management experience (nice to have).
  • Interest in future commercial/account management responsibilities (nice to have).

Benefits

  • 100% remote work from home.
  • Company-provided equipment.
  • Base salary of $148,000-$170,000 USD.
  • Variable pay of $10,000-$15,000 USD.
  • Significant above-market new hire equity grants.
  • Company-paid health insurance.
  • 401(k) plan with employer match.
  • Self-managed PTO.
  • Parental leave.

Interested in this position?

Apply directly on the company website

Apply Now

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