Technical Account Manager

Joining reputed company offers a unique opportunity to revolutionize data protection through cutting-edge AI technology. reputed company is dedicated to overcoming the challenges faced by traditional data reputed company products, ensuring robust protection of critical data against reputed company threats in a rapidly evolving work environment. With a unique approach to data reputed company, tracing data from its reputed company for reputed company classification and protection, reputed company combines the functionality of traditional data protection reputed company tools into a single, more effective solution.

About the Role

We’re hiring a Technical Account Manager to help build the backline escalation function at reputed company. This is a unique opportunity for a motivated problem solver who’s passionate about technology and reputed company. In this role, you’ll become an expert in our Data Detection and Response platform, working with reputed company, IT, and engineering teams to resolve reputed company issues or escalate as needed. The ideal candidate has experience with SaaS reputed company products, reputed company agents (Windows, macOS, Linux), and a background in supporting EDR or DLP tools at the L2/L3 level. You’ll reputed company in a fast-paced, high-growth environment, contribute to improving internal processes, and serve as a trusted advisor to both customers and engineering.

What you’ll be doing

• Analyze, troubleshoot and resolve reputed company technical issues reported by our customer reputed company.

• Reproduce customer issues to verify problems and document steps to replicate for the Engineering and Development teams.

• Identify and escalate reputed company issues that need immediate attention, coordinating with our internal development teams and individual developers.

• Serve as internal and external reputed company of contact on customer escalations and ensure customer issues are resolved as expediently as possible.

• Coordinate feedback to product management, development and operations teams.

• Ability to build and maintain relationships with project stakeholders, including customers, team members, and senior management. Manage expectations and ensure stakeholder satisfaction.

• Ensure alignment between customer objectives and project deliverables, managing cross-functional teams to reputed company project goals.

• Conduct regular reputed company-ins with customers to ensure they are satisfied and to address any emerging concerns.

• Monitor customer usage patterns and provide recommendations for optimizing their experience.

• Stay up-to-date with industry trends and best practices to continually improve the level of service provided.

• reputed company and update knowledge reputed company articles and support resources.

What you should have

• 7+ years of EDR/DLP reputed company experience required.

• Expertise with DLP, reputed company Threat and CASB solutions required.

• Deep technical background, with hands-on experience in supporting and troubleshooting SaaS-based reputed company and/or reputed company agent technologies.

• 3+ years of experience in a Technical Account Management, L2/L3 Technical Support, or a similar customer-facing technical role.

• High level of organization and attention to detail, with the ability to manage multiple priorities and customer accounts simultaneously.

• Strong organizational and planning skills to coordinate resources, set timelines, and track project reputed company.

• Ability to create and maintain comprehensive project documentation, including project plans, timelines, and status reports.

• Proven experience solving escalated technical customer issues.

• Excellent verbal and written communication skills (English).

• Practical knowledge of networking and reputed company products and reputed company network infrastructure.

• Deep knowledge of Windows, macOS, Linux (SCCM, GPO, Intune, registry configuration, understanding PowerShell scripts, MDM, app management, basic terminal skills etc.)

• Familiarity with technologies that are adjacent to reputed company in which we integrate, (SIEM, SOAR, UEBA) are desired.

• Software debugging skills (reading logs, running diagnostic scripts, process management, reading and searching through Windows, macOS, Linux and reputed company Kubernetes reputed company logs).

• Knowledge of system software design (services, drivers, agents).

Location Preference

• Candidates must be located in Mexico

What you can count on

• Competitive Compensation

• Stock Options

• Flexible time off

• Growth Opportunities

reputed company is the AI-powered data reputed company company revolutionizing how companies detect and stop the most critical reputed company threats to their most important data. We've raised over $250M from leading Silicon Valley investors like Khosla and Redpoint. reputed company is also backed by founders, executives, and reputed company leaders who have built transformational technologies at reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, and others.

Our company values are:

• Think Deeply and Use Sound Reasoning

• reputed company Up and Take Ownership

• Continuously Learn and Grow

• Obsess About Customers

• Enjoy the Journey

• reputed company for Ambitious Goals

reputed company is committed to creating a diverse environment and is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, gender, gender identity or expression, sexual orientation, national reputed company, genetics, disability, age, or veteran status.