Technical Account Manager

eSentire

2d•Remote

About The Position

Founded in 2001 and headquartered in Waterloo, Canada, eSentire is the authority in Managed Detection and Response, protecting 2,000+ organizations and $6 trillion in corporate assets across 80+ countries. At the core of our operations is the Atlas AI Security Operations Platform - a multi-agent, Agentic AI system built on 25 years of security expertise that replicates Tier-3 analyst judgment at machine speed. Atlas AI achieves a 99% true positive rate, compresses 5 hours of investigation into under 7 minutes, and contains 99.3% of threats before they spread. Our Threat Response Unit (TRU) identifies 35% of threats before they appear on commercial feeds. We don't just send alerts — we own the R in MDR. Recognized as a G2 2026 Overall MDR Leader and Forrester Wave™ Leader, eSentire delivers Assured Intelligence: transparent, expert-validated, explainable security outcomes you can defend. This is not AI hype. This is Assured Intelligence — AI that shows its work, experts who validate every decision, and outcomes you can defend. We are a G2 2026 Overall MDR Leader, a Forrester Wave™ Leader, and one of the fastest-growing cybersecurity companies in the world. And we're just getting started. This Is Not a Typical Account Management Role: Cybercrime has industrialized. Attackers move from credential theft to ransomware deployment in hours. AI-powered threats are outpacing traditional defenses. And the organizations trusting eSentire to protect them need more than a relationship manager — they need a technically elite partner who can translate the chaos of the threat landscape into clear, confident, outcome-driven guidance. That's where you come in. As a Technical Account Manager at eSentire, you are the technical authority and outcome delivery lead for a portfolio of customers — the person they call when things get real. You bring deep cybersecurity expertise, a genuine passion for helping organizations build true resilience, and the presence to command a room full of CISOs and security engineers alike. You are energized by complexity, driven by outcomes, and excited to work at the intersection of cutting-edge AI-powered security and high-stakes enterprise relationships. If you want a role where your technical depth actually matters, where your customers' security outcomes are your scorecard, and where you're backed by the industry's most advanced MDR platform — read on. Our TAMs serve as the primary technical relationship owner. You work in close partnership with a dedicated Account Manager who owns the commercial relationship — your lane is technical delivery and outcome assurance. You ensure every customer in your portfolio realizes the full security value they contracted eSentire to deliver — measurably, consistently, and on their terms. You will lead every technical cadence: onboarding, platform optimization, security reviews, QSRs, incident response, and ongoing enablement. You will translate Atlas AI's capabilities, TRU threat intelligence, and SOC investigation findings into clear, prioritized guidance that directly advances each customer's security posture. And you will do it with the technical depth to handle customer interactions independently, without escalation. Your mission: make every customer measurably more secure, more resilient, and more confident in their investment in eSentire — every single day.

Requirements

5–8 years in technical account management, cybersecurity engineering, customer success, or technical support — within a managed security, MDR, or SaaS cybersecurity environment
A proven track record managing customer accounts with demonstrated success driving technical adoption, outcome attainment, and strong customer health scores
Solid working knowledge of modern cybersecurity: threat detection and response, endpoint security, SIEM, EDR/XDR, cloud security, identity-based threats, and incident response workflows
Fluency communicating technical complexity — equally compelling in a CISO briefing and a deep-dive platform configuration session
Genuine curiosity about AI-driven security and the confidence to explain how Agentic AI, multi-agent systems, and explainable AI deliver real-world security outcomes
High autonomy and strong organizational discipline — able to drive outcomes across a complex portfolio without close supervision
A passion for cybersecurity that is personal, not just professional — you stay sharp because you care

Nice To Haves

Direct experience in an MDR, MSSP, or SOC-as-a-service environment
Familiarity with cybersecurity frameworks: NIST, MITRE ATT&CK, ISO 27001
Hands-on experience with security platforms: SIEM, EDR, XDR, or firewall configuration
Security certifications: CompTIA Security+, CEH, CISSP, or equivalent
Bachelor's degree in Cybersecurity, Computer Science, Information Technology, or a related field
Proficiency in CRM platforms (e.g., Salesforce, Gainsight) and security monitoring tools

Responsibilities

Serve as the primary technical point of contact and trusted advisor for an assigned customer portfolio, defining security outcomes at onboarding and maintaining a living Customer Success Plan that tracks measurable progress over time
Lead all technical cadences — check-ins, platform reviews, and Service Reviews — focused on demonstrating outcome attainment and surfacing gaps before they become escalations
Proactively monitor account health, delivering risk mitigation recommendations and partnering with Account Managers to ensure commercial conversations are grounded in technical outcomes
Own technical escalations end-to-end, coordinating across SOC, Product, and Engineering to restore customer outcomes quickly and prevent recurrence
Translate field experience into actionable product feedback, representing customer needs with clarity and conviction to Engineering and Product teams
Contribute to the evolution of eSentire's TAM practice — mentoring peers, refining playbooks, and bringing the customer's technical reality into operating decisions
Serve as the customer's expert on the full eSentire platform: Atlas AI's multi-agent Agentic AI capabilities, Atlas XDR configuration, multi-signal MDR coverage, Continuous Threat Exposure Management (CTEM), identity threat response, and dark web monitoring
Help customers understand and leverage Atlas AI's Assured Intelligence model — how task-specific AI agents investigate threats at machine speed, how expert validation works, and how to interpret explainable investigation outcomes with confidence
Guide customers through onboarding, integration, and ongoing optimization across their existing tech stack — SIEM, EDR, XDR, cloud, and identity infrastructure — ensuring seamless coverage across their full attack surface
Deliver hands-on tuning recommendations and configuration best practices that measurably improve detection efficacy, reduce noise, and continuously advance each customer's intended security posture
Translate TRU threat intelligence and SOC investigation findings — including Atlas AI-driven insights — into clear, prioritized actions tied directly to each customer's outcome goals
Conduct technical workshops, AI-powered platform briefings, and executive-facing enablement sessions tailored to each customer's security maturity, risk profile, and outcome objectives
Own and report on key outcome metrics — detection efficacy, threat disruption rates, Mean Time to Contain (MTTC), and incident resolution — connecting Atlas AI's platform performance to the business results that matter most to each customer
Lead customer-facing communication and coordination during active security incidents, delivering real-time clarity in high-pressure situations
Partner with the SOC to implement preventative measures following incidents, ensuring every customer leaves the experience with a stronger security posture and a clearer path to their resilience outcomes

Benefits

Competitive compensation and performance bonus tied to customer outcome and technical health metrics
Full benefits: medical, dental, vision, life insurance, and paid parental leave
Matching 401(k) program
Annual taxable wellness spending account — health clubs, sports, fitness, and more
Professional development subsidies and full support for security certifications
Competitive employee referral bonus
Real advancement opportunity — lateral and upward — as eSentire scales internationally
The chance to work at the frontier of AI-powered cybersecurity, at a company that is genuinely setting the standard

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