Technical Account Manager

Technical Account Manager - Remote

Salary: $120K - $145K base + bonus & commission

Full Time / Direct-Hire - 100% Remote

Summary:

This is a technical hands on customer support role and requires a strong core understanding of firewall technologies and the fundamentals of supporting a firewall vendor. Requires a strong hands-on technical foundation with firewalls because you will be embedded directly with a client to provide continuous, hands-on engineering, and troubleshooting support.

This position will serve as a technical resource who advocates for designated customers and ensures customers' needs are known and managed across all offerings, including services, training, support, and product development. Will prioritize customers' technical issues and communicate those priorities to support; communicate the status of services projects; convey the needs and urgency of RFEs to product management and contributes to the product roadmap.

Our client is a recognized innovator in global cybersecurity, leading the way with disruptive technologies and forward-thinking solutions. Here, proactive thinking is not just encouraged—it’s celebrated. You'll be part of a fast-paced, cutting-edge environment that fuels continuous innovation, shape how products are built, support customers, and drive results every day.

Responsibilities:

• Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention and satisfaction.
• Provide project leadership for customers' major company programs.
• Collaborate cross-functionally with teams—including Support, R&D, Product Management, and Sales—to address customer needs and deliver high-impact outcomes.
• Management, and Sales, on customers' technical issues and
• projects
• Maintain current functional and technical knowledge of the product line.
• Provide hands-on support to customers for system health checks, user and device management, troubleshooting, upgrades, and monitoring activities.
• Manage multiple customer engagements, balancing priorities and driving resolution across
• requests.
• Share insights and constructive feedback with internal teams to help improve products and customer experiences.
• Document best practices in developing and deploying company solutions in the customers' environments.
• Be a technical resource for "best practice" and other customer questions, identifying alternate technical solutions to customers' business problems.
• Partner with account teams to manage expectations and provide a clear view of customer progress and health throughout their lifecycle.
• Commit to continuous learning by maintaining relevant certifications and gaining new ones each year.

Required Skills and Experience:

• 5+ years of experience in roles such as technical account management, customer engineer, solutions architect, forward deployment engineer, or similar customer-facing technical roles.
• Three or more years of experience managing or architecting complex network infrastructures. This includes the architecture, design, implementation, troubleshooting, and ongoing support of router/switch-based and software-defined virtual networks.
• Experience in client-server applications, Unix/Linux system administration, or software development. Experience includes debugging and troubleshooting, upgrading software, and applying security patches.
• At least one active technical certification (e.g., CCNA or equivalent), with a willingness to pursue additional certifications annually as part of your professional growth.
• Understanding of modern software development methodologies, including infrastructure design and architecture best practices.
• Proven success in customer-facing roles—especially in implementation, or support settings—where communication and relationship-building were key.
• Strong analytical and problem-solving skills, with the ability to balance technical detail and customer impact.
• Excellent organizational skills, with the ability to prioritize and manage multiple customer needs at once.
• Effective communicator with the ability to engage stakeholders across various roles—from hands-on technical teams to mid-level managers and senior IT leadership (CISO/CIO/CTO level) in enterprise environments.