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Senior Technical Account Manager
Dropzone AITechnical Account Manager delivering AI-driven automation and insight for Security Operations Centers. Bridging the gap between technical product and growing customer base in cybersecurity.
Tech Stack
Tools & technologiesCyber SecuritySQL
About the role
Key responsibilities & impact- Serve as a trusted technical advisor for customers using Dropzone, especially security analysts and SOC teams.
- Walk customers through integrations, ensuring successful deployment using our documentation and best practices.
- Analyze and explain alerts generated by Dropzone, helping customers understand and tune the system effectively.
- Use SQL to extract and analyze customer data for troubleshooting or usage insights.
- Partner with engineering to escalate and resolve technical issues as needed.
- Manage a book of customer accounts, acting as their primary technical point of contact.
- Organize and run regular check-ins, including setting agendas and documenting action items.
- Handle customer support requests with urgency and empathy, ensuring timely follow-up and resolution.
- Draft clear, professional communications including status updates, technical explanations, and customer review emails.
- Maintain meticulous records in internal systems to track issues, feature requests, and customer feedback.
- Collaborate with the Head of Customer Success to provide technical insights that inform renewal conversations or business reviews.
- Contribute to improving documentation and knowledge bases to help customers self-serve.
- Advocate internally for customer needs, identifying patterns and opportunities for product improvement.
- Assist with customer enablement, including creating technical guides, FAQs, or training materials.
Requirements
What you’ll need- 2-5 years of experience in a customer-facing technical role (Technical Account Manager, Security Analyst, Solutions Engineer, Customer Success Engineer, etc.) ideally in cybersecurity or enterprise software.
- Strong understanding of the Security Operations Center (SOC) environment, tools, and workflows.
- Comfortable explaining and troubleshooting:
- SIEM and SOAR integrations
- Security alert workflows and incident investigation processes
- Technical proficiency in:
- Writing SQL queries to extract and analyze data
- Experience working with APIs or integration tools
- Excellent organizational skills, able to juggle multiple accounts and tasks without dropping details.
- Superb communication skills:
- Able to translate technical concepts for varied audiences
- Professional, clear writing for customer emails, documentation, and internal notes
- Comfortable working in a startup environment: adaptable, proactive, and eager to build new processes.
Benefits
Comp & perks- optional private dental & medical coverages for employees and dependents
- pension with employer contribution
- generous holiday leave
- significant above market new hire equity grants