Technical Account Manager

About eSentire
eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation.
Position Overview
We are seeking a highly skilled and proactive Technical Account Manager (TAM) to join our Strategic Account Management (SAM) team in the Managed Detection and Response (MDR) Cybersecurity industry. The TAM will serve as the primary technical advisor for strategic accounts, ensuring the successful deployment, integration, and optimization of cybersecurity solutions. This role requires strong technical expertise in cybersecurity, excellent problem-solving abilities, and the ability to collaborate with internal teams and customer stakeholders.
Key Responsibilities
Technical Advisory and Solution Delivery
- Serve as the primary technical point of contact for assigned strategic MDR cybersecurity accounts
- Translate customer security requirements into actionable technical solutions.
- Provide technical guidance and lead deployment, implementation, configuration, and optimization of cybersecurity solutions.
- Collaborate closely with Customer Success Managers to ensure the technical aspects of customer needs are met and aligned with their business goals.
- Assist customers with the technical understanding of security events, dark web monitoring, and continuous threat intelligence through in-depth discussions and solution development.
- Optimize customer platform configurations through tuning, best practices, and hands-on guidance to ensure customers derive maximum value.
- Manage escalations of complex technical issues and work directly with Product and Engineering teams to resolve them.

Technical Enablement and Best Practices
- Educate customers on product capabilities, security best practices, and emerging threats.
- Develop and deliver technical documentation, training materials, and security workshops.
- Ensure customers fully utilize cybersecurity solutions to mitigate risks.
- Track and report on key technical performance metrics, such as detection efficacy and system uptime, providing recommendation on tightening security posture as identified and needed.

Incident Response and Issue Resolution
- Along with the Customer Success Manager, participate during security incidents and service disruptions.
- Support collaboration with the Security Operations Center (SOC) to resolve complex technical issues, recommending preventative measures and the tightening of security posture as required

Customer Engagement and Relationship Management
- Build trusted relationships with customer security teams, IT stakeholders, and technical decision-makers.
- Conduct regular technical reviews and participate in Quarterly Service Reviews (QSRs).
- Provide proactive recommendations to improve the customer’s security posture.

Cross-Functional Collaboration
- Partner with Strategic Account Managers (SAMs), Customer Success Managers (CSMs), and Product teams to deliver holistic cybersecurity solutions.
- Relay customer feedback to product and engineering teams to drive product enhancements.
- Participate in the design and execution of account-specific security strategies.

**Qualifications**:

- Bachelor's degree in Cybersecurity, Computer Science, Information Technology, or a related field (security certifications preferred: CISSP, CEH, CompTIA Security+).
- 5+ years of experience in a technical account management, cybersecurity engineering, or technical support role within the cybersecurity industry.
- Strong understanding of MDR services, threat detection, incident response, and cybersecurity frameworks (e.g., NIST, MITRE ATT&CK, ISO 27001).
- Hands-on experience with security technologies such as SIEM, EDR, XDR, and firewall configurations.
- Ability to work cross-functionally with CSMs, Product, and Engineering teams.
- Proven ability to manage complex technical projects and resolve critical issues.
- Excellent problem-solving, communication, and relationship management skills.
- Proficiency in CRM tools (e.g., Salesforce) and security monitoring platforms.

Key Competencies
- Advanced Technical Expertise in Cybersecurity
- Customer-Centric Relationship Management
- Problem-Solving and Incident Management
- Strategic Thinking and Technical Leadership
- Cross-Functional Collaboration
- Proactive and Results-Driven Mindset

Our Culture and Values
At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives
Total Rewards
We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes comprehensive health benefits, a fle