Technical Account Manager

eSentire

23h•Hybrid

About The Position

eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats. Position Overview We are seeking a highly skilled and proactive Technical Account Manager (TAM) to join our Strategic Account Management (SAM) team in the Managed Detection and Response (MDR) Cybersecurity industry. The TAM will serve as the primary technical advisor for strategic accounts, ensuring the successful deployment, integration, and optimization of cybersecurity solutions. This role requires strong technical expertise in cybersecurity, excellent problem-solving abilities, and the ability to collaborate with internal teams and customer stakeholders.

Requirements

Bachelor's degree in Cybersecurity, Computer Science, Information Technology, or a related field (security certifications preferred: CISSP, CEH, CompTIA Security+).
5+ years of experience in a technical account management, cybersecurity engineering, or technical support role within the cybersecurity industry.
Strong understanding of MDR services, threat detection, incident response, and cybersecurity frameworks (e.g., NIST, MITRE ATT&CK, ISO 27001).
Hands-on experience with security technologies such as SIEM, EDR, XDR, and firewall configurations.
Ability to work cross-functionally with CSMs, Product, and Engineering teams.
Proven ability to manage complex technical projects and resolve critical issues.
Excellent problem-solving, communication, and relationship management skills.
Proficiency in CRM tools (e.g., Salesforce) and security monitoring platforms.

Responsibilities

Serve as the primary technical point of contact for assigned strategic MDR cybersecurity accounts
Translate customer security requirements into actionable technical solutions.
Provide technical guidance and lead deployment, implementation, configuration, and optimization of cybersecurity solutions.
Collaborate closely with Customer Success Managers to ensure the technical aspects of customer needs are met and aligned with their business goals.
Assist customers with the technical understanding of security events, dark web monitoring, and continuous threat intelligence through in-depth discussions and solution development.
Optimize customer platform configurations through tuning, best practices, and hands-on guidance to ensure customers derive maximum value.
Manage escalations of complex technical issues and work directly with Product and Engineering teams to resolve them.
Educate customers on product capabilities, security best practices, and emerging threats.
Develop and deliver technical documentation, training materials, and security workshops.
Ensure customers fully utilize cybersecurity solutions to mitigate risks.
Track and report on key technical performance metrics, such as detection efficacy and system uptime, providing recommendation on tightening security posture as identified and needed.
Along with the Customer Success Manager, participate during security incidents and service disruptions.
Support collaboration with the Security Operations Center (SOC) to resolve complex technical issues, recommending preventative measures and the tightening of security posture as required
Build trusted relationships with customer security teams, IT stakeholders, and technical decision-makers.
Conduct regular technical reviews and participate in Quarterly Service Reviews (QSRs).
Provide proactive recommendations to improve the customer’s security posture.
Partner with Strategic Account Managers (SAMs), Customer Success Managers (CSMs), and Product teams to deliver holistic cybersecurity solutions.
Relay customer feedback to product and engineering teams to drive product enhancements.
Participate in the design and execution of account-specific security strategies.