Technical Account Manager

$105,000 - $120,000/Yr

Deep Instinct - Washington, DC

Washington, DC

Administrative and Support Services

About the position

Deep Instinct, the first cyber security company to apply Deep Learning to cyber security is looking for a Technical Account Manager who will represent the CS organization in North America! Deep Instinct has developed the world's first and only purpose-built deep learning cybersecurity framework powered by DSX Brain, a deep neural network that mimics the logic of the human brain. We prevent zero-day attacks across cloud, NAS, applications, and endpoints, while offering unrivaled explainability into unknown threats. The Technical Account Manager will primarily be responsible as a technical point of contact to specifically assigned Deep Instinct customers. This includes leading all support aspects while also working with other core teams in Deep Instinct to maintain the customer relationship. We are looking for an individual with a passion for delivering customer solutions. The successful candidate will be expected to take initiative and manage customer expectations and should have exceptional communication and listening skills, a strong work ethic, and the ability to take direction and multitask in a high-pressure environment.

Responsibilities

• Partner with our customers to deliver predictable outcomes and experiences for their business.
• Will be the Technical Owner for p1 & p2 cases under assigned accounts.
• Help expand the Customer Success workflow and integration offerings by innovating and building reusable solutions.
• Learn, implement, expand, and teach best practices for implementation and configuration of Deep Instinct products.
• Take ownership and lead critical account situations to expedite resolution.
• Serve as a trusted advisor to clients as a security leader and solid technical resource.
• Provide sound recommendations to ensure success.
• Be able to successfully multi-task across projects, customers, and internal activities.
• Assist with other open cases as a member of the TAC team aside from assigned accounts.
• Track and report on upgrades within assigned account environments.
• Track the adoption of the new versions and percentage of overall adoption of new builds.
• Take any feature requests, help formulate it and send back to the Sales team to have it formally opened.
• Participate in Quarterly Business Reviews and present the threat report as technical owner.
• Be accountable for the services provided by Customer Success for their customers.
• Act as a customer advocate and liaison between technical groups internally.
• Special projects and other duties as assigned by management.

Requirements

• Must have 3+ years' experience in cybersecurity, preferably in a customer-facing capacity.
• Endpoint cyber security experience is preferred; Relevant accreditation is an advantage.
• Solid understanding of enterprise IT security strategies, products, and operations.
• Working knowledge of the fundamentals of at least one non-Windows platform (Linux and/or macOS).
• Ability to functionally troubleshoot MacOS and Linux would be optimal.
• Experience with endpoint security implementation and augmentation.
• Working knowledge of the fundamentals of one or more brands of virtualization technology such as VMware, Citrix, Docker, et al.
• Familiarity with implementing and using Software as a Service ('SaaS') solutions.
• Ability to virtualize machines as a part of troubleshooting customer issues and for production readiness testing would be highly sought after.
• Experience working for a global company.
• Must be fluent in written and verbal English; additional language knowledge is not required but it is helpful.
• Excellent technical troubleshooting skills.
• Proven ability to work and solve problems independently while presenting confidence & professionalism.
• Proven ability to interpret customer requests into technical feature requests.
• Understanding of business process and workflow.
• Eagerly proactive - acts independently and responsibly and anticipates future events.
• Service oriented - provides courteous and professional service through attentiveness and empathy.
• Effective and direct written and verbal communication.
• Knowledge of malware analysis.

Benefits

• Equal opportunity employer.