Technical Account Manager

DataDome•New York, NY

3d•Hybrid

About The Position

Welcome to the DataDome Customer Experience department! Our mission is to provide a white-glove onboarding experience on Day 1 and ensure customers are properly enabled to operate the product alongside us Day 2 and beyond. Thanks to a fantastic international team, we are extremely proud to deliver a state-of-the-art solution for our clients and contribute to DataDome’s worldwide success! 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. Leading customer conversations as a technical expert and leveraging your expertise and knowledge of our solution to guide them through the onboarding and implementation phases. And, more importantly, proactively educating them on the daily usage of our solution. Manage customer projects to ensure the successful delivery of integrations, optimizations, and technical initiatives. 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. 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. Proactively monitoring 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.
Customer-driven person excited to work and solve technical challenges in an ambitious environment.
Familiarity with agentic or AI-assisted configuration tools and workflows.

Nice To Haves

Working with the Threat Research team, deep dive into data, and familiarity with Kibana/Elasticsearch.

Responsibilities

Help customers get the most out of DataDome's solution.
Respond to customer requests with precision and clarity.
Resolve issues impacting product reliability and speed.
Act as an expert in DataDome solutions, understanding product workings, implementation, lifecycle, bot detection, 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 stakeholders 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

Fully remote position (US-based) with the flexibility to work from anywhere.
$500 stipend to help set up your ideal home workspace.
Medical, dental, & vision insurance options.
$100 annual allowance for a leisure activity of your choice in Sports.
Internal Learning and Development platform.
Opportunity to request additional training and support via your manager.
Annual Company-Offsite, Events, Drinks, Winter Party, Lunch & Learns.
Gifts & care packages to celebrate growing families.
20 paid time off days, 5 sick days and 2 floating holidays + 12 national holidays.
401 K eligibility + matching.