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Technical Account Manager

3 months, 1 week ago
United Kingdom
Full-time
Senior
Technical Account Manager
Customer and Technical Support
Network Security
Apply Now
FireMon.com

FireMon.com

FireMon.com specializes in enterprise security management by providing a proactive Security Intelligence Platform that helps organizations identify and mitigate network security risks, optimize firewall policies, and automate compliance processes in re...

Professional Services
251-1K
Founded 2004
$40M raised
View All Jobs 7

Description

  • Manage relationships with assigned customers to drive adoption, retention, and satisfaction.
  • Lead technical support and project coordination for major customer programs.
  • Collaborate with Support, R&D, Product Management, Sales, and account teams to resolve customer needs.
  • Prioritize customer technical issues and communicate status, urgency, and progress across internal teams.
  • Provide customer updates on open tickets, services projects, release schedules, trending issues, upgrade recommendations, and early access or beta programs.
  • Deliver hands-on support for system health checks, user and device management, troubleshooting, upgrades, and monitoring activities.
  • Maintain current functional and technical knowledge of the FireMon product line.
  • Document best practices for deploying and developing FireMon solutions in customer environments.
  • Identify alternate technical solutions to customer business problems and provide best-practice guidance.
  • Share customer insights and feedback to help improve products and customer experience.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • 5+ years of experience in technical project management, technical account management, professional services, or a similar customer-facing technical role.
  • 3+ years of experience managing or architecting complex network infrastructures.
  • Experience with router/switch-based and software-defined virtual networks, including architecture, design, implementation, troubleshooting, and ongoing support.
  • Experience with client-server applications, Unix/Linux system administration, or software development.
  • Experience with debugging and troubleshooting, software upgrades, and applying security patches.
  • At least one active technical certification, such as CCNA or equivalent.
  • Willingness to pursue additional technical certifications annually.
  • Understanding of modern software development methodologies and infrastructure design/architecture best practices.
  • Proven success in customer-facing implementation or support settings, with strong communication and relationship-building skills.
  • Strong analytical, problem-solving, and organizational skills with the ability to manage multiple customer needs.
  • Ability to communicate effectively with technical teams, managers, and senior IT leadership, including CISO, CIO, and CTO stakeholders.
  • Periodic onsite visits required.

Benefits

  • Remote, full-time role.
  • Opportunity to work for a recognized innovator in global cybersecurity.
  • Work on complex customer security challenges in hybrid environments.
  • Equal employment opportunity commitment and anti-discrimination protections.
  • AI may be used to support parts of the hiring process, with human-made final hiring decisions.

Interested in this position?

Apply directly on the company website

Apply Now

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