Technical Account Manager

DataDome • New York City, NY

3d • Hybrid

About The Position

As the Technical Account Manager, you will help our customers get the most out of our solution, respond to their requests with precision and clarity, and resolve issues that may impact the product's reliability and speed. You will be an expert in DataDome solutions and understand in-depth: how the product works, its implementation, lifecycle, the bot detection process, and the dashboards’ functionalities. You will lead customer conversations as a technical expert, leveraging your expertise and knowledge of our solution to guide them through the onboarding and implementation phases, and proactively educating them on the daily usage of our solution. You will manage customer projects to ensure the successful delivery of integrations, optimizations, and technical initiatives. You will lead regular technical committees with clients to track progress on action items, identify potential risks, and ensure ongoing alignment with both internal (AM/ Engineering Dept) and external stakeholders. You will respond to technical questions and resolve issues, keeping both the customer and internal teams informed on investigations, findings, and outcomes. You are able to prioritize, structure, and communicate effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction. You will proactively monitor customer health from a technical perspective. This role may be required to participate in a scheduled on-call rotation on occasional weekends to support customer escalations, critical incidents, and business continuity needs.

Requirements

• At least 2 years of previous experience in B2B/SaaS solutions or CyberSecurity products.
• Ability to prioritize, structure, and communicate effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction.
• Proven working experience with Apache, AWS, CDNs (e.g. Akamai, CloudFlare, Fastly) lambda@edge, Nginx and WAFs.
• Understanding of the HTTP protocol.
• Technical and functional understanding of website hosting and architecture, mobile application, and how the internet works (architecture, components, flows, OSI Layers).
• Fast learner, curious, and autonomous.
• Team player who likes to interact with other teams in the company.
• Customer-driven person excited to work and solve technical challenges in an ambitious environment.

Nice To Haves

• Familiarity with Kibana/Elasticsearch.
• Working with the Threat Research team, ability to deep dive into data.
• Familiarity with agentic or AI-assisted configuration tools and workflows.

Responsibilities

• Help customers get the most out of the DataDome solution.
• Respond to customer requests with precision and clarity.
• Resolve issues that may impact product reliability and speed.
• Act as an expert in DataDome solutions, understanding product workings, implementation, lifecycle, bot detection process, and dashboard functionalities.
• Lead customer conversations as a technical expert, guiding them through onboarding and implementation.
• Proactively educate customers on the daily usage of the solution.
• Manage customer projects for successful delivery of integrations, optimizations, and technical initiatives.
• Lead regular technical committees with clients to track progress, identify risks, and ensure alignment.
• Respond to technical questions and resolve issues, keeping customers and internal teams informed.
• Prioritize, structure, and communicate effectively to drive multiple projects simultaneously.
• Maintain a high level of customer satisfaction.
• Proactively monitor customer health from a technical perspective.
• Participate in a scheduled on-call rotation on occasional weekends for customer escalations, critical incidents, and business continuity.

Benefits

• Hybrid work setup (3 days/week in office).
• $50/month allowance for those coming in regularly (10+ days/month).
• $500 home office stipend.
• Medical, dental, & vision insurance options.
• Investment in personal learning and development.
• Virtual & onsite events and workshops throughout the year, including an annual company offsite, winter party, lunch & learns.
• Gifts & care packages to celebrate growing families.
• 27 days PTO + 12 national holidays.
• 401K eligibility + matching.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed