Technical Account Manager

Cyberhaven; Florida; In loco; USD 110.000 - 150.000; Tempo pieno

Descrizione del lavoro

Cyberhaven is seeking a Technical Account Manager to be the technical quarterback for customers, owning architecture, deployment, and integrations. You will guide onboarding, drive adoption, and ensure outcomes align with customer goals while coordinating with Product, Engineering, and Customer Success teams.

You will act as a trusted advisor on SaaS security products and endpoint agents across Windows, macOS, and Linux, leading proactive enablement and escalation management.

Competenze

• 3+ years in a TAM or similar customer-facing technical role.
• Hands-on experience deploying and supporting SaaS security products.
• Proven ability to resolve escalated technical issues with engineering.
• Strong written and verbal communication in English.

Mansioni

• Own end-to-end knowledge of a customer's architecture, deployment, and integrations.
• Lead onboarding, rollout planning, and agent deployment strategy with customers.
• Run regular health checks and business reviews covering health, adoption, and risk.
• Create and drive technical success plans aligning objectives with Cyberhaven capabilities.
• Advise on integrations with SIEM, SOAR, and UEBA to extend value.
• Coordinate feedback to Product/Development with business context.
• Act as primary contact on critical escalations and drive resolution with teams.
• Perform root cause analysis and implement preventive follow-ups.

Conoscenze

Technical Account Management

SaaS security

Endpoint management

Customer relations

Problem escalation

Cross-functional collaboration

Strumenti

SCCM

GPO

Intune

PowerShell

Windows

macOS

Linux

Descrizione del lavoro

About the Role

Cyberhaven is looking for a Technical Account Manager to be the technical quarterback for our customers. You will own the full technical picture of each account: how Cyberhaven is architected and deployed, how it integrates with the customer's environment, how it is performing, and whether it is delivering the outcomes the customer bought it for. You will be the trusted technical advisor to Security, IT, and customer operations teams, and the connective tissue between those teams and Cyberhaven's Product, Engineering, and Customer Success organizations.

You will develop deep expertise in Cyberhaven's reimagined Agentic Data Security platform, including its inner workings, data lineage model, endpoint agents, and integrations. You will learn how our customers use it to mitigate data loss threats across their organizations. You are passionate about technology, naturally curious, and driven to exceed customer expectations. You take proactive ownership, anticipating issues before they surface, guiding customers toward best practices, and driving adoption and long-term value. When a problem needs engineering support, you own the escalation, bring a clear reproduction and technical context, and coordinate internally to full resolution.

Technical depth, a strong client focus, and experience with SaaS-based security products and endpoint agents (Windows, macOS, and Linux) are required. You will report to the Manager of Technical Account Managers.

Act as the technical owner of assigned accounts, with end-to-end knowledge of each customer's architecture, deployment, configuration, policies, and integrations.

Partner with customers and our Customer Experience teams through onboarding and rollout, including agent deployment strategy, policy design, and phased adoption plans.

Manage expectations and ensure stakeholder satisfaction.

Run regular check-ins and business reviews that cover technical health, adoption, risk, and goals. Monitor account health, agent coverage, and usage patterns. Create and drive technical success plans that align customer objectives with Cyberhaven capabilities and deliverables.

Guide customers through upgrades, new feature rollouts, and environment changes (OS releases, MDM/GPO changes, network or infrastructure changes) to avoid disruption.

Advise customers on integrations with adjacent technologies such as SIEM, SOAR, and UEBA to extend the value of their deployment.

Stay current on industry trends and security best practices, and bring them to customers.

Analyze, troubleshoot, escalation and resolve complex technical issues across endpoint agents, cloud and SaaS integrations, and platform configuration.

Reproduce customer issues and document clear steps to replicate for Engineering and Development.

Serve as the internal and external point of contact on critical escalations. Drive prioritization with support engineering and keep customers informed through resolution.

Perform root cause analysis and drive preventive follow-ups so issues do not repeat.

Be the voice of the customer

Coordinate customer feedback and feature requests to Product Management, Development, and Operations, with the technical and business context behind them.

Work cross-functionally as the expert on the Customer.

Collaborate with Customer Success and Sales on renewals, expansions, and risk mitigation, providing technical input and account insight.

3+ years in a Technical Account Management, Solutions/Sales Engineering, Professional Services, Technical Support, or similar customer-facing technical role.

• Demonstrated ability to own customer technical outcomes from implementation through steady-state operation, and to understand a customer's architecture and environment end-to-end.
• Hands-on experience deploying, supporting, and troubleshooting SaaS-based security and/or endpoint agent technologies.
• Proven experience resolving escalated technical customer issues and working directly with engineering teams.
• Strong organizational and planning skills, with the ability to manage multiple accounts and priorities, set timelines, track progress, and maintain clear documentation (success plans, project plans, status reports).
• Excellent verbal and written communication skills (English), including the ability to engage both hands-on practitioners and executive stakeholders.
• Practical knowledge of networking, security products, and enterprise network infrastructure.
• Deep knowledge of Windows, macOS, and Linux, including SCCM, GPO, Intune, registry configuration, PowerShell scripting, MDM, application management, and basic terminal skills.
• Software debugging skills: reading and searching logs (Windows, macOS, Linux, and Google Kubernetes Engine), running diagnostic scripts, and process management.
• Knowledge of system software design (services, drivers, agents).
• Based in EST timezone to support our customers.

Prior experience as a TAM or in a similar proactive, account-owning role at a security or SaaS company.

Joining Cyberhaven means joining the team building Data Security for the Agentic Enterprise. Cyberhaven traces the full lifecycle of your data, adapting protection to changing context, so protection moves with the way people actually work, not against it. AI Changed Work. Backed by $250M from leading investors like Khosla and Redpoint, our team includes leaders who built industry-defining technologies at CrowdStrike, Palo Alto Networks, Meta, Google, and more. This role lets you shape the future of data security, working alongside people driven to protect workflows, not just data, for customers who cannot afford to slow down to stay safe.

AI Tools Disclosure: As part of Cyberhaven's hiring process, we use recruiting tools that include AI-powered features to help with tasks like scheduling, note-taking, workflow automation, and other recruiting activities ("AI Tools"). The AI Tools may process information you provide during the application and interview process. When AI-assisted interview note taking is used, candidates are notified in advance and have the option to opt out of the AI-assisted interview note taking.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.