Technical Account Manager

Summary

Join Halcyon's expanding support team as a Technical Account Manager and provide world-class post-sale support to our customers. You will resolve high-priority issues across various platforms, manage customer onboarding, and collaborate with internal teams to deliver solutions. This role requires strong technical skills, excellent communication, and the ability to work effectively with customers at all levels. As a remote-native company, Halcyon offers flexibility and the opportunity to work with a team of industry veterans. The ideal candidate will possess a strong understanding of cloud, networking, applications, endpoints, and security, and have at least five years of experience in a similar role within a SaaS organization.

Requirements

• At least five years of Customer Success / Support / Technical Account Management in a SaaS organization
• Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience
• Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis
• Proficiency in navigating macOS and Linux operating systems via terminal, with familiarity in executing various terminal commands to effect change or capture device information
• Familiarity with network topologies, edge devices (including routers and proxies) and troubleshooting techniques
• Ability to provide customer support and utilize customer support tools effectively
• Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge

Responsibilities

• Manage, escalate, and drive resolution of technical, service and infrastructure issues to augment our customer support team
• Manage onboarding, implementation, and periodic customer health checks
• Ensure customer success through product training and developing and sharing best practices
• Act as the customer advocate with internal Halcyon stakeholders to ensure customer feedback is adequately documented and assessed by internal parties
• Engage with customers at all levels of their organization, from the front lines to the C-suite
• Perform in-depth analysis and diagnosis for Halcyon Agents operating on Windows, macOS, and Linux and follow up with recommendations and action plans within the service level objectives
• Develop and test solutions for complex problems while conveying customer needs to the Engineering and Product Development teams
• Respond to escalations via phone or email promptly, courteously, and professionally
• Document technical resolutions in the knowledge base as needed
• Learn and develop new skills quickly as required
• Perform other duties as assigned
• Escalate customer issues to management when appropriate
• Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed
• Participate in technical communications within the team to share best practices and learn about new technologies and complementary security applications
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Support the sales teams in identifying account expansion opportunities

Benefits

• Additional discretionary bonuses/incentives
• Equity in the Company
• Remote work