Sr. Technical Account Manager - Falcon Cloud Security (Remote)

Location: USA - Remote

Base salary: $110,000–$160,000 per year, plus eligibility for bonuses, equity grants, and benefits.

Company

Global cybersecurity organization developing an AI-native platform that protects organizations by preventing breaches and processing large-scale security event data.

What you will do

• Serve as the primary technical contact for strategic premium support customers and augment customer support teams.
• Onboard customers to the security platforms and conduct proactive health checks, product training, and best-practice sharing.
• Research technical issues, provide recommendations and action plans, and drive support cases through resolution.
• Lead escalated cases and coordinate cross-functional groups, including development engineers and internal technical experts.
• Advocate for customer feedback, create reusable knowledge-base content, and communicate technical learnings across the team.
• Identify renewal risks and account expansion opportunities in collaboration with customer success and sales teams.

Requirements

• Bachelor’s degree or equivalent experience.
• Experience with cloud-native services, infrastructure, cloud architecture, and workload security technologies.
• Technical understanding of incident response, computer forensics, network administration, enterprise applications, and security infrastructure.
• Strong customer service, communication, problem-solving, organizational, and collaboration skills.
• Ability to manage complex success plans for large customers and establish technical credibility with stakeholders from SOC teams to the C-suite.
• Ability to travel up to 25% and experience using AI technologies to improve decision-making, workflows, efficiency, and business outcomes.

Nice to have

• Bachelor’s degree in Computer Science.
• CISSP or ITIL certification.
• 5+ years of Customer Success, Support, or Technical Account Management experience in a SaaS organization.
• Deep expertise in cloud and application infrastructure or experience scaling large organizations.

Culture & Benefits

• Flexible work environment with autonomy and a focus on responsible AI adoption, experimentation, and innovation.
• Competitive compensation, equity awards, health insurance, 401(k), paid time off, and holidays.
• Physical and mental wellness programs, paid parental and adoption leave, and professional development opportunities.
• Employee networks, geographic neighborhood groups, volunteer opportunities, and office amenities.
• Equal opportunity workplace with support for veterans and individuals with disabilities.