Technical Account Manager

As a Technical Account Manager in our Support function, you will thrive in technical support and troubleshooting roles. In addition to mastering product deployments and customer enablement, you’ll work closely with our customer-facing teams to maximize customer value and drive retention rates.

You’ll develop deep product expertise, advising customers on best practices and ensuring they achieve maximum value. If you excel at both technical problem-solving and building strong customer relationships, this role offers an exciting blend of responsibilities and a direct impact on business growth.

About You

• You’re a tech-savvy professional who loves solving complex technical problems and identifying opportunities to enhance the customer experience.
• You’re confident in cloud deployments and have a strong understanding of DevSecOps principles.
• You communicate effectively with both technical and non-technical stakeholders.
• You excel at collaboration, forging partnerships with developers, product managers, customer success, and sales.
• You adapt quickly, moving from deep technical discussions to strategic sales conversations.

Additional Attributes

• Customer-centric mindset: You ensure customers are empowered, supported, and on track to succeed.
• Strategic thinker: You’re comfortable identifying sales opportunities, driving product trials, and supporting technical sales engagements.
• Growth mindset & resourcefulness: You stay current with new technologies, refining your expertise in a fast-paced environment.
• Analytical problem-solving: You investigate customer issues thoroughly and communicate solutions effectively.

Essential Skills

• Technical support & troubleshooting: Demonstrated ability to diagnose and resolve software issues in complex environments.
• Cloud solutions proficiency: Practical experience with AWS, Azure, or Google Cloud, including deployment best practices.
• DevSecOps knowledge: Familiarity with CI/CD pipelines, automation, and security principles.
• Customer service & communication: Strong ability to translate complex technical concepts for various audiences.
• Collaboration & teamwork: Experience working cross-functionally to align customer needs with product and business objectives.
• Sales orientation: Comfortable working with sales and customer success teams to identify and drive revenue opportunities.

Desirable Skills

• DevOps tools expertise: Jenkins, Docker, Kubernetes, and other CI/CD-related technologies.
• Product training & enablement: Experience designing and delivering training sessions to ensure customer proficiency.
• Networking & infrastructure management: Understanding of networking (TCP/IP, DNS, load balancing) and infrastructure optimization.
• Systems performance & security: Knowledge of performance monitoring, troubleshooting networking issues, and system hardening.

Key Responsibilities

• Hands-on technical support: Assist customers in deploying our products in various environments (cloud, on-premise, CI/CD).
• Customer onboarding & enablement: Provide training to optimize product usage and overall satisfaction.
• Deep product expertise: Develop thorough knowledge of product features and how they address customer needs.
• Cross-functional collaboration: Partner with developers, product teams, and customer success to drive improvements and resolve issues.
• Issue diagnosis & resolution: Investigate bug reports and replicate problems to inform the development of fixes.
• Customer advocacy: Champion customer feedback, collaborating with product managers to influence feature prioritization.
• Technical sales support:
• Maximize product trials: Partner with the Growth team to ensure potential customers fully leverage product trials.

Drive revenue: Collaborate with sales and other customer-facing teams to support and win technical sales opportunities.

We offer competitive, above-market salaries based on individual skills and impact. You’ll receive share options and a comprehensive benefits package alongside an excellent base salary. Learn more about our rewards here: https://portswigger.net/careers/reward