Technical Account Manager

Summary

Join Obsidian Security as a Technical Account Manager (TAM) and become a key player in our Customer Success team. This 100% remote role, preferably based in the Western US, focuses on delivering exceptional customer experiences and technical assistance. You will act as a technical advisor, guiding customers on Obsidian platform usage and addressing SaaS security challenges. Collaborate with engineering, product management, and sales to resolve complex issues and ensure successful customer onboarding. Contribute to improving customer understanding through documentation, training, and identifying opportunities for platform enhancement. The ideal candidate possesses strong communication and technical skills, experience in cybersecurity and SaaS application administration, and a collaborative spirit.

Requirements

• A strong blend of communication abilities and technical skills to be the field-facing technical ambassador for Obsidian
• Experience building and managing strong customer relationships
• Experience with cybersecurity, especially Cloud and SaaS security concerns
• Ability to prioritize and manage multiple requests while delivering results
• Experience administering and configuring SaaS applications (such as Google Workplace / GSuite, O365, Okta, Duo, etc)
• Experience interacting with APIs, integrations, and middleware
• An understanding of common web authentication methods (such as tokens, OAuth, SAML, etc.)

Responsibilities

• Deliver the highest level of customer experience and technical assistance to customers and partners
• Manage simultaneous customer requests, inquiries and issues of varying complexity and priority
• Take ownership of driving complex scenarios and issues, working with appropriate stakeholders in engineering, product management and sales to deliver successful outcomes
• Work closely with our customers to make sure they are enabled/on-boarded successfully, fully understand how to use the platform, and can successfully integrate it into their day-to-day workflows
• Drive towards improving customer understanding and usage of the Obsidian platform. This includes understanding common issues to build and improve in-product documentation and guides, as well as deliver live or recorded product training for new customers or partners
• Identify, communicate, and deliver on opportunities to improve Obsidian’s ability to support and enable our customers to be successful, including new processes, tools, or product prototypes
• Create and deliver Account Health checks and Quarterly Business Review

Preferred Qualifications

• Versed in software engineering (Python) is a definite plus
• Experience with cybersecurity solution stacks
• Experience in incident response, threat triage, log analysis, and data correlation is a strong plus
• Willingness to travel occasionally to meet with customers, not expected to exceed 5%

Benefits

• Competitive compensation with equity and 401k
• Comprehensive healthcare with dental and vision coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources