Technical Account Manager

Xcitium India Services; United States; À distance; USD 65 000 - 90 000; Plein temps

Résumé du poste

Xcitium India Services is seeking an Associate Technical Account Manager (TAM) to be a trusted technical advisor for our customers. In this customer-facing role, you will guide security posture, adoption of our cybersecurity solutions, and coordinate issue resolution throughout the customer lifecycle.

You will build relationships with IT and security teams, perform health checks, advise on best practices, and partner with Support, Engineering, and Success teams to ensure renewal and satisfaction.

Qualifications

• Bachelor's degree or equivalent experience in CS/IT/Cybersecurity.
• Basic understanding of endpoint security concepts.
• Familiarity with Windows, macOS and Linux.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Strong organizational skills with multiple customer engagements.

Responsabilités

• Serve as the primary technical point of contact for a portfolio of commercial and enterprise customers.
• Build trusted relationships with customer IT, security, and operations teams.
• Guide customers through security best practices, updates to our platform, and product adoption.
• Conduct regular technical health checks and environment reviews.
• Monitor customer usage and identify opportunities to improve platform adoption and security outcomes.
• Provide technical guidance on endpoint protection, EDR, threat prevention, and incident response workflows.
• Coordinate with Technical Support, Engineering, Product Management, and Customer Success to resolve customer issues.
• Advocate for customer needs by documenting feature requests and product feedback.
• Assist customers with upgrades, new feature adoption, and product optimization.
• Review security events and help customers understand product capabilities and recommended actions.
• Collaborate with customer success to design and execute success plans, contributing to retention and renewal.
• Maintain accurate customer documentation and engagement records in CRM.
• Stay current on cybersecurity trends and product enhancements.

Connaissances

Endpoint security concepts

Troubleshooting

Analytical skills

Verbal and written communication

Explain technical concepts to diverse

Organization and multi-engagements

Formation

Bachelor's degree in CS, IT, Cybersecurity, or related field

Outils

Windows

macOS

Linux

Scripting (PowerShell, Bash, Python)

APIs & integrations

Description du poste

Position Summary

We are seeking an Associate Technical Account Manager (TAM) to join our organization. In this customer-facing role, you will serve as a trusted technical advisor for customers utilizing our security solutions. You'll help customers maximize the value of our cybersecurity solutions by providing technical guidance, proactive engagement, adoption recommendations, and issue coordination throughout the customer lifecycle.

This is an excellent opportunity for early-career cybersecurity professionals with strong technical aptitude, customer service skills, and a passion for helping organizations strengthen their security posture.

Key Responsibilities

• Serve as the primary technical point of contact for a portfolio of commercial and enterprise customers.
• Build trusted relationships with customer IT, security, and operations teams.
• Guide customers through security best practices, updates to our platform, and product adoption.
• Conduct regular technical health checks and environment reviews.
• Monitor customer usage and identify opportunities to improve platform adoption and security outcomes.
• Provide technical guidance on:
• Endpoint protection
• Endpoint Detection & Response (EDR)
• Threat prevention
• Incident response workflows
• Security policies and configuration best practices
• Coordinate with Technical Support, Engineering, Product Management, and Customer Success to resolve customer issues.
• Advocate for customer needs by documenting feature requests and product feedback.
• Assist customers with upgrades, new feature adoption, and product optimization.
• Review security events and help customers understand product capabilities and recommended actions.
• Collaborate with customer success to design & execute success plans, contributing to strong retention & renewal outcomes.
• Maintain accurate customer documentation, technical notes, and engagement records within CRM systems.
• Stay current on cybersecurity trends, emerging threats, and product enhancements.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, Information Systems, or a related field (or equivalent experience).
• Basic understanding of endpoint security concepts.
• Familiarity with:
• Windows
• macOS
• Linux
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Strong organizational skills with the ability to manage multiple customer engagements.

Preferred Qualifications

• Experience with endpoint security or EDR platforms.
• 1 to 3 years of experience in one or more of the following:
• Technical Support
• Customer Success
• Technical Account Management
• Systems Administration
• Security Operations
• IT Consulting
• Knowledge of:
• SIEM
• XDR
• Identity and Access Management
• Vulnerability Management
• Cloud security fundamentals
• Understanding of:
• Networking fundamentals
• DNS
• TCP/IP
• Firewalls
• Authentication
• Active Directory
• Experience with scripting (PowerShell, Bash, or Python) is a plus.
• Familiarity with APIs and integrations.
• Experience working in SaaS environments.
• Relevant certifications are a plus:
• Security+
• Network+
• CySA+
• Microsoft Security certifications
• GIAC certifications

Desired Skills

• Customer-first mindset
• Technical curiosity
• Problem-solving
• Relationship management
• Time management
• Presentation skills
• Executive communication
• Attention to detail
• Collaboration across cross-functional teams
• Continuous learning

Success in This Role

Within your first year, you will:

• Successfully manage a portfolio of customer accounts.
• Build trusted technical relationships with key stakeholders.
• Drive increased product adoption and customer satisfaction.
• Help customers improve their endpoint security maturity.
• Coordinate successful issue resolution across internal teams.
• Contribute to customer retention and renewal efforts through proactive technical engagement.