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.

As the authority in Managed Detection and Response, we protect the critical data and applications of 2000 organizations in 80 countries, across 35 industries from known and unknown cyber threats.

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

• 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

If the successful candidate lives within 50 km of our office in Waterloo, Ontario, this will be a hybrid position: Monday and Friday – work from home; Tuesday, Wednesday, and Thursday – work onsite. If the successful candidate lives more than 50 km from our office in Waterloo, this will be a remote position.

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

We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger – if you're enthusiastic about this opportunity but don't meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader.

Total Rewards

We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes comprehensive health benefits, a flexible vacation plan, and participation in our company-wide equity program, allowing you to share in the success and growth of our organization.

Accommodation

If you have any accessibility requirements during the recruitment process, please reach out to our HR team at and any accommodation needs will be addressed upon request. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future.

It's our mission at eSentire to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, eSentire will communicate with you from one of our corporate "" email addresses, never from a public email address. We strive to provide a welcoming, respectful, and thorough interview process, providing the candidate with ample opportunity to spend time with the hiring manager, recruiter, and future colleagues face to face, or using a video conference technology.
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