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Technical Account Manager

4 days, 10 hours ago
United States
Full-time
Senior
Technical Account Manager
Customer and Technical Support
Network Security Unix
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
201-500
Founded 2004
$40M raised
View All Jobs 10

Description

  • Manage relationships with assigned customers to drive product adoption, retention, and satisfaction.
  • Lead customer projects and major FireMon programs.
  • Coordinate with Support, R&D, Product Management, Sales, and Services to resolve customer issues and deliver outcomes.
  • Provide updates on support tickets, services and development projects, release schedules, issue trends, and upgrades.
  • Provide hands-on assistance with system health checks, user and device management, troubleshooting, upgrades, and monitoring.
  • Guide customers through early-access and beta programs and recommend technical solutions and best practices.
  • Manage multiple customer engagements, priorities, expectations, and overall customer health.
  • Document best practices for deploying FireMon solutions in customer environments.
  • Share customer feedback and enhancement-request priorities with internal teams and contribute to product roadmap discussions.
  • Maintain product expertise and complete relevant technical certifications annually, including periodic onsite customer visits.

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, including router/switch-based and software-defined virtual networks.
  • Experience designing, implementing, troubleshooting, and supporting network infrastructure.
  • Experience with client-server applications, Unix/Linux administration, or software development, including debugging, software upgrades, and security patching.
  • At least one active technical certification, such as CCNA or equivalent.
  • Willingness to pursue additional technical certifications each year.
  • Understanding of modern software development methodologies and infrastructure design and architecture best practices.
  • Demonstrated success in customer-facing implementation or support roles requiring relationship building and communication.
  • Strong analytical, problem-solving, organizational, and stakeholder-management skills, including communication with technical teams and senior IT leaders.

Interested in this position?

Apply directly on the company website

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