Technical Account Manager (Cybersecurity)

TL;DR

Technical Account Manager (Cybersecurity): Providing proactive technical support, ensuring customer success, onboarding, and advocating for premium support customers with an accent on proactive technical support, customer advocacy, and identifying renewal/expansion opportunities. Focus on researching technical issues, developing best practices, and leading cross-functional groups for resolution.

Location: Remote from Mexico

Company

hirify.global is a global leader in cybersecurity, protecting organizations with its advanced AI-native platform and stopping breaches since 2011.

What you will do

• Serve as primary technical contact and augment customer support teams.
• Onboard new customers and ensure their success through health checks, product training, and best practices.
• Act as a customer advocate with internal stakeholders to ensure feedback is documented and assessed.
• Research customers’ technical issues, follow up with recommendations, and escalate to management when appropriate.
• Maintain control of overall resolution for escalated cases, leading cross-functional groups as needed.
• Collaborate with internal teams to identify renewal risks and account expansion opportunities.

Requirements

• Bachelor’s Degree or equivalent experience.
• Experience working with Windows Server Operating Systems.
• Knowledge of enterprise web technologies, security, and cutting-edge infrastructures.
• Excellent customer service and communication skills (written and verbal).
• Professional fluency with the English Language.
• Proven problem-solving skills and collaborative attitude.
• Ability to travel up to 25%.

Nice to have

• Bachelor’s Degree in Computer Science or equivalent.
• CISSP or ITIL Certification.
• 3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization.
• Deep expertise in Linux and Mac platforms.
• Python Scripting and RestAPI experience.

Culture & Benefits

• Market leader in compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation and holidays for recharge.
• Paid parental and adoption leaves.
• Professional development opportunities for all employees.
• Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections.