Technical Account Manager (Tampa/Austin)

Rapid7 • Tampa, FL

1d • Hybrid

About The Position

As a Technical Account Manager (TAM), you will be responsible for managing the technical relationship between Rapid7 and its large enterprise and federal customers. As a trusted advisor, the TAM will manage the technical success of these customers by leveraging their strong technical and product knowledge to guide customers in the successful deployment and use of Rapid7 products within their respective organizations. This is a hybrid role based out of either our Tampa, FL or Austin, TX office! About the Team The TAM team is a dedicated technical resource for customers looking for a white glove technical and support experience. The team’s mission is to ensure our customers realize the full business value from their Rapid7 products by helping them achieve their security goals through a more personalized approach. About the Role By maintaining a long-term relationship with their customers, a TAM discovers and gains an understanding of their customers' IT organizations' impact on overall business, their security goals, and their pain points — which is used by the TAM to create an account plan ensuring their customers' operational success with Rapid7 products. Successful candidates will have technical and account management experience.

Requirements

• 5+ years of experience technical customer facing position: Technical Account manager, Professional Services, Sales Engineer, Technical Support Engineer, etc., with exposure to multiple networking and security technologies.
• Knowledge of project management and strong account management skills.
• 3+ years of hands-on experience with Linux, including supporting Linux-based applications
• 3+ years of Networking experience
• Very strong customer service and excellent communication skills, both written and oral
• Adaptable and willing to learn new technologies.
• Standout colleague who thrives in a team environment and can also make decisions independently.
• Proven drive to look at challenges and help define solutions.

Nice To Haves

• CISSP, CISSP, CEH, Security+, OSCP or similar certifications are a plus.
• SQL experience
• Scripting language experience is a plus
• Proficiency with Rapid7 or similar products is a plus.
• Penetration Testing is a plus

Responsibilities

• Understand client's business objectives/impact and apply your expertise to timely resolve issues and ensure customer success.
• Act as a technical owner to assigned accounts, working with the customer through planning and execution needs as required.
• Go beyond break-fix support by becoming a true technical partner to the customers and help shape their strategy and security programs.
• Meet regularly with strategic clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, best practices, and drive forward looking security programs.
• Be the advocate and voice for customer requirements and challenges within various teams at Rapid7.
• Direct crisis and incident response, working with the Customer Success team, other support teams and engineering teams to ensure timely resolution, while communicating effectively with customers.
• Maintain strong technical knowledge of Rapid7’s product offerings and be able to mentor staff on best practices, preferred configurations, and next steps for customer issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees