Overview

The Onsite Technical Account Manager will fulfill a vital role in our organization to serve our customers. Operating in a highly-cooperative team environment with TAMs, engineers, and sales account managers, you will contribute to each customer s success by supporting our product and our customers in the field. You will work in large enterprise environments while building new skills ranging from managing important relationships to scripting.

Work closely with the assigned customer to:

Triage inbound support cases
Solve Tier 1 & 2 cases independently or with the help of teammates
Identify and rapidly assign tier 3 support cases to TAMs

Conduct daily health-checks on assigned accounts
Work with ATAMs/DTAMs on strategic customer activities
Contribute to and track activity, after action, root cause and daily status reports
Document best practices and PlayBook entries
Work closely with CSMs on improving a product’s operational status within key accounts

Expected to travel less than 10% of the time on average

Requirements:
Education

BA/BS or equivalent experience required

Experience

3+ years of relevant experience

Strong troubleshooting skills
Ability to articulate and communicate
Knowledge and experience in one or more of the following technical domains:
Endpoint Security

Endpoint Support/Troubleshooting

Incident response
Systems Management
Systems Administration

Software Engineering
Utility Scripting (e.g. bash, PowerShell, VBScript, Python, etc.)
Demonstrated critical thinking skills
Ability to break a problem down into manageable, ordered piece parts
Ability to convey problem statement and plan of attack to others

Other

Secret, TS, TS/SCI, CIP or FSP clearance required
Preference is given to those with appropriate DoD-8570/8140 IA certs (CISSP, CASP, Security+, etc)
Other locations: Washington DC, Quantico VA, Norfolk VA, and Alexandria VA


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