Technical Account Manager

**About Difenda**

Difenda is a privately held SecOps-As-A-Service company founded in 2008. We deliver 24.7.365 security operations backed by our modernized SOC 2 Type 2 and ISO27001 certified Cyber Command Center. Difenda is focused solely on the Microsoft security product stack and holds the Microsoft Security Advanced Specialization. We are an outcome-driven SecOps-As-A-Service company that leverages an innovative and collaborative approach providing customers an easy way to consume services and increase maturity.

Our Difenda Shield was developed to break internal security silos, provide customers the ability to scale, and most importantly, provide true visibility within our model. All of our services, MDR (Managed Detection and Response), AVM (Advanced Vulnerability Management), GRC (Governance, Risk & Compliance), BPS (Brand Protection Services), and SAT (Security Awareness Training) roll into our Difenda Shield providing our customers the ability to save costs and maximize visibility across the people, processes, and technologies critical to an organization.

**Job Brief**

Difenda is looking for a relationship-focused, agile, and highly motivated Technical Account Manager (TAM) to join our team. The team's mission is to ensure our customers realize the full value possible from their partnership with Difenda. As a TAM, you will be responsible for managing the technical relationship between Difenda and its customers. As a trusted advisor, the TAM will manage the technical success of these customers by leveraging strong technical and product knowledge to assist customers in the successful deployment and use of Difenda products and services. You should be just as comfortable with technical work, as you are briefing an executive on a recent incident and security strategy. By maintaining a long-term relationship with their customers, a TAM gains an understanding of their customers' overall business, their security goals, and their pain points — which are used by the TAM to ensure their customers' operational success with Difenda.

**Position Responsibilities**
- Lead regular cadence calls with customers to review support interactions, system status, major issues, best practices
- Partner with cross-functional teams. Work with Customer Success, the Security Operations Center, and Engineering to translate Customer business needs and product feedback into new solutions
- Be the advocate and voice for customer requirements and challenges
- Maintain strong technical knowledge of Difenda’s product offerings, Microsoft security, and ServiceNow, and be able to mentor Customers on best practices, preferred configurations, and next steps for customer issues
- Reviewing and generating high-quality accurate and contextual customer deliverables
- Building strong advisory relationships with customers
- Assisting in technology deployment and client onboarding processes
- After-hours support/on-call duties may be required

**Requirements**:

- 2+ years of industry experience in a Security Analyst, Systems Administrator, or engineer role with exposure to multiple networking and security technologies.
- Information Security fundamentals
- Security and enterprise IT technologies (Firewalls, IDS/IPS, EDR, etc.)
- Very strong customer service and excellent communication skills, both written and oral
- Adaptable and willing to learn new technologies
- Standout colleague who thrives in a team environment and can also make decisions independently
- Proven drive to look at challenges and help define solutions
- Proven ability to convey extremely technical concepts to audiences with varying technical prowess
- Experience with security frameworks and concepts
- Strong project management and prioritization abilities

**Nice To Have**
- Security+, Network+ or Microsoft certifications are a plus
- ServiceNow Vulnerability Response or Incident Response experience is a plus
- Microsoft Security Toolsets (Azure Security, Sentinel, Defender XDR)
- Familiarity with Agile methodologies such as Lean, Scrum and Kanban preferred
- Prior experience in managed or enterprise information security services, vulnerability management, incident response, forensics, malware analysis, penetration testing, or network defense
- Formal education (College or University) in an IT Security related program or working experience in an IT field with additional security-related training/education (preferred)