Technical Account Manager

3 months, 3 weeks ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Manage relationships with assigned customers and drive adoption, retention, and satisfaction.
  • Serve as the technical advocate for customers across support, services, training, and product development.
  • Prioritize and communicate customer technical issues to Support and other internal teams.
  • Provide status updates on open tickets, services projects, release schedules, issue trends, and upgrade recommendations.
  • Guide customers through early access and beta programs.
  • Lead customer programs and coordinate cross-functional efforts with Support, R&D, Product Management, and Sales.
  • Provide hands-on technical support for system health checks, troubleshooting, monitoring, upgrades, and user/device management.
  • Document best practices for developing and deploying FireMon solutions in customer environments.
  • Identify alternate technical solutions to customer business problems and act as a technical resource for best-practice questions.
  • Maintain and expand technical certifications and product knowledge over time.

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 network architecture, design, implementation, troubleshooting, and ongoing support.
  • Experience with client-server applications, Unix/Linux system administration, or software development.
  • Experience with debugging, 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 and architecture best practices.
  • Strong customer-facing communication, relationship-building, analytical, problem-solving, and organizational skills.
  • Ability to engage stakeholders from technical teams through senior IT leadership, including CISO, CIO, and CTO levels.
  • Italian language skills are strongly preferred.

Interested in this position?

Apply directly on the company website

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