Technical Account Manager

Summary

Join FireMon, a cybersecurity innovator, as a Technical Account Manager (TAM). As TAM, you will manage customer relationships, ensuring satisfaction and retention. You will lead projects, collaborate with internal teams (Support, R&D, Product Management, and Sales), and provide technical support. The role requires maintaining current product knowledge, troubleshooting issues, and sharing insights to improve products and customer experiences. You will also manage multiple customer engagements, balancing priorities and driving resolution. Continuous learning and maintaining relevant certifications are essential.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or another related field
• 5+ years of experience in roles such as technical project management, technical account management, professional services, 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

Responsibilities

• Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention and satisfaction
• Provide project leadership for customers' major FireMon programs
• Collaborate cross-functionally with FireMon teams—including Support, R&D, Product Management, and Sales—to address customer needs and deliver high-impact outcomes
• Maintain current functional and technical knowledge of the FireMon 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 FireMon 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